Head of Customer Success & Support | Remote US or Canada + $100K-$120K Base USD + Equity | High Growth VC Vendor Management Startup
Core
Own strategic customer relationships and build the customer success function for a SaaS marketplace connecting businesses with vetted vendors.
Role type
Head of Customer Success & Support (IC + Team Lead)
Builds
Customer success processes, onboarding playbooks, SLAs, and account health scoring systems.
Domain
SaaS / Vendor Marketplace / Financial Services
Required skills
Enterprise account management, team leadership, process building, account health scoring, renewal risk management, CRM proficiency, stakeholder communication
Preferred skills
Fintech experience, marketplace ecosystem knowledge, VC/PE network
Technologies
Attio, Intercom, AI tools
Responsibilities
Manage strategic enterprise accounts and vendor partners; lead and coach a customer success team; build onboarding playbooks and SLAs; establish account health scoring; coordinate renewals and expansion with Sales; handle escalations and security reviews; drive product insights from customer data.
Seniority
Senior, hands-on IC with team leadership