Head of Customer Success

About the Role

Lead customer experience, 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 scale Customer Success and inform product direction.

What You'll Do

• Own customer health, renewals, retention, and account expansion.
• Build ROI-focused business cases and identify opportunities to grow customer relationships.
• Lead business reviews, understand customer goals, and proactively address risks with key stakeholders.
• Create scalable onboarding, account planning, health monitoring, reporting, and renewal processes.
• Manage customer relationships directly while building the Customer Success function and team 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 how the function operates.

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 from the ground up at a B2B SaaS company.
• Experience owning renewals and retention metrics, and identifying and executing expansion opportunities.
• Strong commercial judgment and experience managing complex customer relationships and executive stakeholders.
• A hands-on, analytical, and process-oriented approach, with comfort operating in a resource-constrained environment.