Head of Customer Success
Core
Own the entire customer experience end-to-end (onboarding through renewal/expansion) for a B2B SaaS startup, driving retention and expansion while shaping product direction.
Role type
Senior leadership Customer Success Head (B2B SaaS)
Builds
Customer success function, playbooks, metrics, and operating rhythms
Domain
B2B SaaS
Required skills
Customer success strategy, account management, revenue operations, renewal management, account expansion, stakeholder management, process design, data analysis, team building
Preferred skills
Early-stage startup experience, building functions from scratch, commercial judgment, executive relationship management, operational expertise, analytical decision-making
Technologies
N/A
Responsibilities
Drive renewals, retention, and account expansion; build ROI-driven business cases; lead business reviews and identify risks; design scalable playbooks and metrics; manage onboarding and customer advocacy; partner with Product/Engineering on technical challenges; analyze data to track customer health and surface insights
Seniority
Senior, hands-on leadership
