Head of Customer Success

About the Role

Build and own the post-sales function at an early-stage B2B SaaS company. This hands-on player-coach role combines enterprise customer relationships and commercial outcomes with the systems and processes needed to scale Customer Success.

What You'll Do

• Own the end-to-end customer journey, including onboarding, relationship management, business reviews, renewals, and account expansion.

• Manage enterprise customer support requests and drive resolutions, including creating AI agents to triage tickets and automate repetitive work.

• Build Customer Success playbooks, onboarding processes, health scoring, and scalable operating systems from the ground up.

• Own and report on retention, renewals, and expansion performance while balancing commercial growth with trusted customer partnerships.

• Identify future team needs, such as technical account managers or forward-deployed engineers, and build the team as the function grows.

What We're Looking For

• Five to ten years of Customer Success experience, including a founding or early Customer Success role at a lean, early-stage B2B SaaS company.

• Experience building Customer Success operations, playbooks, onboarding, and health scoring from scratch.

• Direct ownership of renewals, retention metrics such as NRR and GRR, and expansion revenue.

• Hands-on experience supporting technical products and enterprise customers in a resource-constrained environment.

• Experience using data to improve Customer Success operations and building AI agents or automation for support workflows.

• Proficiency with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, along with data analysis and project management tools.

• Authorized to work in the United States without visa sponsorship.

Compensation & Benefits

Base salary: $150,000 to $176,000 annually. Visa sponsorship is not available.

Location

Hybrid, based in Redwood City, California, with in-office work on Monday, Wednesday, and Friday.