Head of Customer Success

Job Description

Lead customer success strategy for a rapidly growing SaaS platform. Drive retention, expansion, and customer satisfaction while building a scalable CS organization.

Requirements

• 8+ years of customer success or account management experience
• 3+ years in leadership roles managing CS teams
• Experience with SaaS platforms and subscription business models
• Strong analytical skills and experience with CS metrics
• Excellent communication and relationship building skills
• Experience with CS tools (Gainsight, ChurnZero, etc.)

Responsibilities

• Develop and execute customer success strategy
• Build and lead customer success and account management teams
• Drive customer retention, expansion, and satisfaction metrics
• Implement scalable onboarding and adoption processes
• Partner with sales and product teams on customer insights
• Establish customer health scoring and early warning systems