12+ years in Customer Success or Account Management, with 5+ years in senior leadership roles.
Experience building and scaling technical, customer-facing teams in B2B SaaS.
Proven ability to develop strong leaders and foster a culture of accountability.
Track record of enhancing customer adoption and retention.
Strong commercial judgment with experience in sales collaboration for renewals and expansions.
Data-driven mindset for assessing customer health and performance metrics.
Executive presence and ability to influence cross-functional stakeholders.
Responsibilities
Build and lead high-performing teams in Technical Account Management and Customer Success.
Create a seamless customer journey from evaluation to ongoing engagement.
Develop scalable programs to enhance customer outcomes and retention.
Collaborate with Sales to identify risks and opportunities for revenue growth.
Translate customer feedback into actionable improvements with Product and Engineering.
Establish processes and metrics to support growth and accountability.
Benefits
Market competitive salary bands
Meaningful equity program
Comprehensive health benefits with 99% coverage
Flexible time-off and winter shutdown
Paid parental leave
Remote-first work environment with quarterly team off-sites
Full Job Description
About the Role
As Head of Customer Success at Socket, you'll lead the teams responsible for helping customers evaluate, adopt, and realize lasting value from our platform. You'll develop strong leaders, create a standout customer experience, and help scale our trusted platform for global software teams.
You will architect and build-out technical account management, and customer success; building strong functional leadership and a scalable, continuous customer experience. This is an opportunity to shape how we retain and grow customers during a pivotal stage of Socket's journey.
What You'll Do
Build and lead exceptional teams. Hire, coach, and develop high-performing leaders across Technical Account Management and Customer Success. Establish clear ownership, accountability, and a culture of continuous improvement.
Own the customer journey. Create a seamless, connected experience from technical evaluation through onboarding, adoption, and ongoing customer engagement.
Drive customer outcomes. Build scalable programs that accelerate time-to-value, deepen product engagement, and strengthen retention.
Partner on revenue growth. Collaborate with Sales to proactively identify customer risks, strengthen renewal strategies, and uncover expansion opportunities.
Champion the voice of the customer. Partner with Product, Engineering, and Support to translate customer feedback into meaningful improvements.
Scale with intention. Establish the processes, metrics, and operating rhythms needed to support growth. Use customer health, adoption, retention, and team performance data to inform priorities and drive accountability.
What You'll Bring
You bring:
12+ years of experience in Customer Success, Account Management, or related customer-facing functions, including 5+ years in senior leadership.
Proven experience building and scaling technical, customer-facing organizations within B2B SaaS.
A track record of developing strong leaders, building high-performing teams, and creating a culture of ownership and accountability.
Demonstrated success improving customer adoption, retention, and measurable business outcomes.
Strong commercial judgment and experience partnering with Sales on renewals, customer risk, and expansion opportunities.
A data-driven approach to understanding customer health, measuring performance, and making strategic decisions.
Executive presence, sound judgment, and the ability to influence stakeholders and navigate competing priorities across functions.
Bonus points for:
Experience in developer tools, application security, software supply-chain security, or DevSecOps.
Experience leading multiple customer-facing functions, including pre-sales and post-sales.
Experience managing distributed teams across customer segments or regions.
Hiring is a big decision on both sides. Read more about our Hiring Philosophy and how we approach the process at Socket.
Benefits: Our benefits are crafted to support you and your family, so you can take care of what matters most and thrive in and outside of work. We offer:
Market competitive salary bands
Meaningful equity program
Comprehensive health benefits for you and your family (99% coverage)
Flexible time-off, holidays, and winter shutdown to rest & recharge
