Head of Customer Success

About the Role
This position is a senior, hands-on leadership role responsible for shaping the entire post-sale customer experience within a fast-growing B2B SaaS environment. You will own retention, expansion, and adoption outcomes while developing the strategies and systems that support sustainable customer growth. Working closely with senior leadership, you will combine strategic direction with direct involvement in key customer relationships. You will lead and develop an expanding Customer Success team while establishing scalable playbooks across onboarding, adoption, renewal, and expansion. The role offers significant autonomy and the opportunity to build the Customer Success function during an important stage of company growth. Success will be measured through meaningful business outcomes, customer value, and recurring revenue rather than activity alone.

Accountabilities

• Own overall Customer Success strategy and execution, with direct accountability for retention, expansion, Net Revenue Retention (NRR), and churn outcomes.
• Drive customer adoption by increasing both the breadth and depth of product usage across the customer base.
• Coach, enable, and actively support the Customer Success team, stepping directly into strategic accounts when intervention or additional leadership is required.
• Lead, develop, and scale the Customer Success organization as the business grows, including hiring and onboarding future team members.
• Build and continuously refine a scalable Customer Success playbook covering onboarding, adoption, success planning, renewal, and expansion.
• Establish customer success plans, health-scoring frameworks, account-management standards, and repeatable processes tied to measurable retention and expansion outcomes.
• Partner closely with Sales, Product, and Engineering to communicate customer needs, surface opportunities, and represent the voice of the customer.
• Maintain accurate visibility into customer health, risks, opportunities, and performance through HubSpot or comparable CRM systems.
• Proactively identify accounts at risk as well as expansion opportunities, developing practical and actionable recommendations for leadership.
• Build a culture of ownership and customer value, ensuring processes and team activity remain closely connected to business outcomes.
• Use customer insights and performance data to continuously improve the Customer Success operating model.

Requirements

• Proven leadership experience in B2B SaaS Customer Success, including direct people-management responsibility.
• Demonstrated experience owning retention and expansion metrics and coaching teams toward measurable commercial outcomes.
• Hands-on leadership approach, with the ability to personally engage with strategic accounts while developing the team to operate effectively at scale.
• Experience building, improving, or scaling Customer Success processes within an early-stage or high-growth company.
• Strong understanding of the complete customer lifecycle, including onboarding, adoption, renewal, expansion, and account management.
• Consultative and customer-focused mindset, with the ability to ask thoughtful questions, identify improvement opportunities, and recommend practical solutions.
• Highly autonomous and proactive, able to identify priorities independently and take ownership without requiring extensive direction.
• Strong proficiency with HubSpot, Salesforce, or similar CRM platforms.
• Excellent analytical, organizational, communication, and stakeholder-management skills.
• Exceptional written and spoken English.
• Experience with customer health-scoring or Customer Success platforms such as Gainsight, Vitally, or similar tools is an advantage.
• Familiarity with partner-led or channel-influenced Customer Success models is a plus.

Benefits

• Opportunity to build and lead a Customer Success organization within a rapidly growing SaaS environment.
• Direct collaboration with founders and senior leadership on customer strategy and organizational development.
• Significant ownership and autonomy in shaping Customer Success processes, playbooks, and team structures.
• Exposure to strategic customer relationships and the opportunity to influence retention and expansion outcomes directly.
• Entrepreneurial, low-ego working environment focused on ownership, execution, and measurable customer value.
• Opportunity to work within an AI-native technology environment focused on modernizing partnership operations.
• Remote work arrangement, with working hours aligned to the U.S. East Coast.
• Opportunity for professional growth and leadership development as the organization scales.
• Exposure to a broad range of B2B SaaS customer challenges and partner-focused business models.
• Compensation and additional benefits to be determined according to the engagement terms.