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.
Compensation & Benefits
Salary range: $170,000 to $220,000 annually. Visa sponsorship is not available.
Location
Hybrid, with three days per week in person in San Francisco, California, United States.