Head of Customer Success

We're looking for a Head of Customer Success to build and lead our CS team as we scale. You'll own the full customer lifecycle, from onboarding and adoption through renewal and expansion, and you'll hire, coach, and grow a team of CSMs who make our customers successful. You'll set the strategy and build the playbooks, health scoring, and processes that turn customer success into a repeatable motion, and you'll still be hands-on with key accounts and escalations. You'll work closely with Sales, Product, and Leadership, bringing the voice of the customer into the roadmap and owning retention metrics that matter.

Responsibilities

Own the health, retention, adoption, and growth of the entire customer portfolio; Build the customer lifecycle: onboarding, adoption playbooks, QBRs/EBRs, renewal motion, churn-risk interventions including metrics definition and reporting; Listen closely to customer needs to create brand promoters through exceptional user experiences and impactful Customer Highlights; Implement scalable, repeatable methodologies and programs with absolute metrics accountability; Champion a customer-first operating model using data, AI, and operational rigor; Serve as executive sponsor and escalation point for critical customer issues; Build, sustain, and inspire a world-class team of enterprise Customer Success Managers; Hire, coach, and retain top talent; manage performance and career growth; Foster a vibrant, inclusive culture and model innovative AI workflows; Build a culture of accountability, inclusion, and continuous growth; Partner with Sales on renewals and upsell processes, including operating frameworks and reporting; Translate customer insights into product features; Partner with SIs and strategic partners to amplify customer outcomes

Requirements

8+ years in customer success, account management, or a related customer-facing role, usually B2B SaaS; 2–4+ years managing people: hiring, coaching, and building a team from a few CSMs up to large scale; Startup or scale-up background, ideally having built a CS function from scratch or taken it from 'founder-led' to repeatable; Experience with SMB, mid-market, and enterprise customers; Builds culture and keeps morale up through churn, escalations, and rapid change; Leads by example, still taking key accounts or escalations personally; Loves working with customers and has a deep sense of customer service and success; Thrives in fast-paced environments and cares deeply about the quality of their work; Is an owner: autonomous, self-directed, and comfortable navigating ambiguity; Is collaborative, organized, and kind

Benefits

Equity; Fully paid health coverage through Aetna (100% of employee premiums); Top-tier dental and vision coverage through Guardian; Carrot Fertility Pro; 12 weeks of paid parental leave; Unlimited PTO plus regular 4-day holiday weekends; 401(k) through Vestwell; Paid relocation support to NYC; Fully equipped workspace from day one with a $200 stipend; Team perks including catered Friday lunches, team dinners, and unlimited coffee and snacks