About the roleGoLinks is looking for a Head of Customer Success to build and lead the function responsible for onboarding, retention, and growth across our customer base. You'll own the end-to-end post-sale customer journey - from onboarding and adoption through renewal and expansion - and will build playbooks and metrics that make customer success a durable growth engine for the company.
This is a high-impact, hands-on leadership role for someone who has scaled a CS org at a B2B SaaS company and wants to shape the strategy, not just execute against someone else's.
What you'll do- Define and own the customer success strategy, including onboarding, adoption, health scoring, renewals, and expansion/upsell motions
- Own retention and net revenue retention (NRR) targets; identify and act on churn risk early
- Design and implement scalable onboarding programs that get new customers to value quickly
- Partner closely with Sales on renewals and expansion opportunities, and with Product on the customer feedback loop
- Establish customer health metrics, QBR cadences, and playbooks for different account segments (SMB through enterprise)
- Serve as an executive sponsor for key strategic accounts
- Report on CS performance (retention, NRR, CSAT/NPS, adoption) to company leadership
- Champion the voice of the customer internally, influencing product roadmap and go-to-market decisions
Who you are- 7+ years in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS company, including 2+ years in a leadership role
- A track record of owning retention/NRR targets and building repeatable CS processes from the ground up
- Experience working with both mid-market and enterprise customers, including executive stakeholders
- Strong analytical skills - comfortable defining and tracking the metrics that matter (NRR, churn, CSAT/NPS, adoption)
- Excellent communication skills, with experience presenting to internal leadership and external customer executives
- A builder's mindset - you're comfortable creating structure and process in a growing organization, not just operating within an existing one
- Experience with CS/CRM tooling (e.g., Gainsight, Salesforce, HubSpot, or similar)
- Bonus: experience in enterprise IT, knowledge management, or workplace productivity SaaS
Our Benefits & Perks- Top-tier Medical, Dental, and Vision benefits, including FSA
- Life Insurance, AD&D, STD, and LTD benefits
- EAP and monthly wellness stipend for your physical and mental health
- 401(k) retirement plan to save for your future
- Paid Holidays, including a Winter Break for your rest and relaxation
- New hire stipend to cultivate a better work environment
- All expenses paid company off-sites and free lunch biweekly at Company meetings
- Learning & Development benefits for continuous learning
- MacBook Pro or equivalent laptop for your productivity
- Hybrid schedule to manage your personal obligations
- Flexible remote work environment: coffee shop, beach, or anywhere in between
We can only accept US-based applicants at this time.
