Head of Customer Success
Core
Own customer outcomes, retention, and expansion for an early-stage B2B SaaS company by driving health, renewals, and account growth.
Role type
Head of Customer Success (hands-on leadership)
Builds
Customer success processes, systems, and scalable workflows
Domain
B2B SaaS
Required skills
Customer success strategy, retention management, account expansion, business case development, stakeholder management, process building, data analysis, team leadership
Preferred skills
Early-stage startup experience, technical partnership, operational scaling
Technologies
Customer health data, reporting tools, analytics platforms
Responsibilities
Drive customer health, renewals, retention, and account expansion; Build ROI-focused business cases and identify expansion opportunities; Lead business reviews and build trusted relationships with key stakeholders; Create scalable onboarding, account planning, and renewal processes; Manage customer relationships directly while developing the Customer Success team; Partner with Product and Engineering to resolve technical challenges; Analyze customer data and metrics to identify trends and improve processes
