About the Role
As Head of Customer Success, you will own customer outcomes, retention, and expansion at an early-stage B2B SaaS company. This hands-on leadership role combines direct customer work with building the processes and systems needed to grow the Customer Success function.
What You'll Do
- Drive customer health, renewals, retention, and account expansion.
- Build ROI-focused business cases, identify expansion opportunities, and help customers grow the value they receive.
- Lead business reviews, understand customer goals, and build trusted relationships with key stakeholders.
- Create scalable onboarding, account planning, customer health, reporting, and renewal processes.
- Manage customer relationships directly while developing the Customer Success team and function over time.
- Partner with Product and Engineering to resolve technical challenges and improve customer outcomes.
- Analyze customer data and metrics to identify trends and improve processes.
What We're Looking For
- At least 5 years of experience in Customer Success, Account Management, Revenue Operations, or a related customer-facing role, preferably in an early-stage startup.
- Experience building Customer Success processes and workflows at an early-stage B2B SaaS company.
- A track record owning renewals and customer retention metrics, with sound commercial judgment and experience executing expansion opportunities.
- Experience managing complex customer relationships, executive stakeholders, and customer business reviews.
- Strong analytical and operational skills, including building scalable systems and using customer health data to guide decisions.
- Comfort working hands-on in a small, high-accountability team and moving between customer conversations and detailed analysis.
Compensation & Benefits
Base salary range: $170,000 to $220,000 annually. Visa sponsorship is not available.
Location
Hybrid in San Francisco, California, with in-office work three days per week on Monday, Wednesday, and Friday.
