Head of Customer Success
Core
Build and lead the Customer Success team to own the full customer lifecycle, from onboarding and adoption through renewal and expansion, ensuring customer health, retention, and growth for CPG brands.
Role type
Head of Customer Success (Leadership)
Builds
Customer lifecycle processes, playbooks, health scoring, and retention strategies for a B2B SaaS platform serving CPG brands.
Domain
B2B SaaS / CPG (Consumer Packaged Goods)
Required skills
Customer lifecycle management, team building and leadership, strategy development, data-driven decision making, cross-functional collaboration, commercial acumen (renewals/upsell), stakeholder management, change management, performance coaching, product feedback translation
Preferred skills
Startup or scale-up background, experience building CS function from scratch, experience with SMB/mid-market/enterprise customers, AI workflow adoption
Technologies
AI, data analytics tools, CRM systems, collaboration platforms
Responsibilities
Define and execute customer success strategy; hire, coach, and grow a team of CSMs; manage key accounts and escalations; partner with Sales and Product to drive retention and expansion; build scalable methodologies and reporting frameworks.
Seniority
Senior, hands-on IC with leadership responsibilities
