About the Role
As Head of Customer Success, you will own customer outcomes, 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 grow the Customer Success function.
What You'll Do
Drive customer health, renewals, retention, and account expansion.
Build ROI-focused business cases, identify expansion opportunities, and help customers grow the value they receive.
Lead business reviews, understand customer goals, and build trusted relationships with key stakeholders.
Create scalable onboarding, account planning, customer health, reporting, and renewal processes.
Manage customer relationships directly while developing the Customer Success team and function 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 processes.
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 at an early-stage B2B SaaS company.
A track record owning renewals and customer retention metrics, with sound commercial judgment and experience executing expansion opportunities.
Experience managing complex customer relationships, executive stakeholders, and customer business reviews.
Strong analytical and operational skills, including building scalable systems and using customer health data to guide decisions.
Comfort working hands-on in a small, high-accountability team and moving between customer conversations and detailed analysis.
Compensation & Benefits
Base salary range: $170,000 to $220,000 annually. Visa sponsorship is not available.
Location
Hybrid in San Francisco, California, with in-office work three days per week on Monday, Wednesday, and Friday.