Head of Customer Success

About the Role

Build and lead the post-sales Customer Success function at an early-stage B2B SaaS company serving enterprise customers with a technical product. This is a hands-on, player-coach role focused on customer outcomes, retention, and sustainable account growth.

What You'll Do

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

• Manage customer support requests and drive resolution, including creating AI agents and automations for repetitive workflows.

• Establish Customer Success playbooks, onboarding processes, health scoring, and scalable operating practices.

• Track and report retention, renewal, and expansion performance, using data to improve customer outcomes and operations.

• Build trusted customer partnerships while identifying opportunities for upsell and account growth.

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

What We're Looking For

• 5 to 10 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 from the ground up, including playbooks, onboarding, and health scoring.

• Direct ownership of renewals, retention, net revenue retention, gross revenue retention, and expansion revenue.

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

• Experience using data to manage Customer Success and building AI agents or automations for support workflows.

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

• A balance of commercial judgment, customer advocacy, and hands-on execution.

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

Compensation & Benefits

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

Location

Hybrid, with three days per week in the Redwood City, California office.