The RoleWe're looking for a Head of Customer Success to build and lead our CS team as we scale. You'll own the full customer lifecycle, from onboarding and adoption through renewal and expansion, and you'll hire, coach, and grow a team of CSMs who make our customers successful.
You'll set the strategy and build the playbooks, health scoring, and processes that turn customer success into a repeatable motion, and you'll still be hands-on with key accounts and escalations. You'll work closely with Sales, Product, and Leadership, bringing the voice of the customer into the roadmap and owning retention metrics that matter.
What You Will Own- Customer Outcomes & Operational Excellence:
- Own the health, retention, adoption, and growth of our entire customer portfolio
- Builds the customer lifecycle: onboarding, adoption playbooks, QBRs/EBRs, renewal motion, churn-risk interventions including metrics definition and reporting
- Listen closely to the needs of customers to create passionate brand promoters through exceptional user experiences and impactful Customer Highlights
- Implement scalable, repeatable methodologies and programs that allow the organization to do more with less over time, maintaining absolute metrics accountability
- Champion a customer-first operating model; leverage data, AI, and operational rigor to drive consistent and scalable customer success delivery
- Serve as an executive sponsor and escalation point to ensure critical customer issues and roadblocks are resolved with operational rigor and quick turnaround
- Team Leadership & Talent Development
- Build, sustain, and inspire a world-class team of enterprise Customer Success Managers who focus intensely on customer health
- Hire, coach, and retain top talent; actively manage performance and career growth, empowering team members to do the best work of their careers
- Foster a vibrant, inclusive culture that inspires people to excel - actively modeling innovative AI workflows to relieve administrative burden and prioritize strategic deep work
- Build a culture of accountability, inclusion, and continuous growth
- Cross-Functional Collaboration & Strategy
- Partner closely with Sales to create renewals and upsell processes including operating frameworks and reporting Is comfortable with commercial work: renewals, upsell and cross-sell, and partnering with Sales on handoffs and expansion
- Translate customer insights into product features
- Partner with SIs and strategic partners to amplify customer outcomes
What You'll Need- 8+ years in customer success, account management, or a related customer-facing role, usually B2B SaaS
- 2-4+ years managing people: hiring, coaching, and building a team from a few CSMs up to large scale
- Startup or scale-up background, ideally having built a CS function from scratch or taken it from "founder-led" to repeatable
- Experience with SMB, mid-market, and enterprise customers
- Builds culture and keeps morale up through churn, escalations, and rapid change
- Leads by example, still taking key accounts or escalations personally
Who You Are- You love working with customers and have a deep sense of customer service and success.
- You thrive in fast-paced environments and care deeply about the quality of your work.
- You're an owner - autonomous, self-directed, and comfortable navigating ambiguity.
- You're collaborative, organized, and kind-you make the people around you better
Perks + Benefits- Equity - own a meaningful piece of the company you're helping build
- Fully paid health coverage through Aetna - we cover 100% of employee premiums
- Top-tier dental and vision coverage through Guardian
- Carrot Fertility Pro - comprehensive fertility and family-forming support
- 12 weeks of paid parental leave
- Unlimited PTO - plus regular 4-day holiday weekends we actually take
- 401(k) through Vestwell
- Paid relocation support - we'll help you make the move to NYC
- Fully equipped workspace from day one - laptop, monitor, keyboard, and a $200 stipend to personalize your setup
- Team perks - catered Friday lunches, team dinners, and unlimited coffee + snacks featuring products from the brands we work with
