Head of Customer Success

Responsibilities

• Own the entire post-sales function including Onboarding, CSM, TAM, and Customer Support
• Drive strategy for customer activation, time-to-value, product adoption, and retention
• Design the customer success operating system, including onboarding frameworks and health scoring
• Recruit, develop, and lead high-performing post-sales teams
• Operationalize product usage signals into measurable business outcomes and risk detection
• Partner with Sales and Account Management on renewals and expansion opportunities
• Establish executive-level visibility through regular operating cadences

Requirements

• 10+ years of experience in Customer Success, Implementation, Support, or Post-Sales Leadership in B2B SaaS
• Proven track record leading multi-function post-sales organizations
• Demonstrated success in improving retention and time-to-value through scalable systems
• Experience designing operating models and process improvements
• Strong background in partnering with Sales, Product, and Engineering
• Exceptional executive communication and stakeholder management skills
• Startup or scale-up experience preferred

Preferred Qualifications

• Familiarity with AI-driven products
• Ability to translate technical concepts into customer narratives

Benefits

• Competitive base salary and bonus structure
• Early-stage equity
• Comprehensive health, dental, and vision coverage
• Generous paid time off (PTO)
• Career advancement and mentorship opportunities