Head of Customer Success

Partnering with the CCO, you will own the execution of our Customer Success strategy through a period of rapid growth — driving retention (GRR), maturing our CS Operations/Analytics capabilities, and building a team that delivers measurable outcomes.

What You Will Do

Translate the CCO's vision into strategy and initiatives, ensuring the organization is set up correctly to execute and drive results. Design a team structure that can absorb fast growth across a multi-product portfolio and complex, multi-stakeholder B2B accounts.

Why It Might Be a Fit

You'll build on our reputation for excellent customer support, operating comfortably with customers, your team, and executive leadership alike, with fluency in the financial mechanics of retention (GRR, NRR, ACV, renewal economics).

Requirements

• Renewals ownership and multi-product portfolio experience
• 5+ years of progressive leadership experience in Customer Success or a related customer-facing function, including experience managing people managers (not just individual contributors)
• Fluency with tools like Gainsight and Salesforce, with a track record of setting tooling strategy
• Analytically fluent, able to question and validate retention analysis, distinguish correlation from causation, and identify root-cause drivers
• Self-actualized and committed to continuous improvement in all processes and team operations
• Expert communication skills, with the ability to hold C-level customer conversations that advance the relationship and move business forward for both parties
• Strong SaaS business acumen, decisive execution, and cross-functional collaboration skills
• Financially literate, comfortable with budget planning, GRR, and renewal economics
• Proven experience in enterprise B2B SaaS, where product adoption is driven top-down. Understands how to navigate complex, multi-stakeholder environments and drive utilization through organizational change management rather than individual end-user (Product-Led Growth) motions

Benefits

• Flexible hybrid schedule
• Medical, dental, and vision coverage with company-paid and employee-paid options
• Paid holidays, sick days, and personal time off
• Employee Resource Groups (ERGs) that foster connection and inclusion
• On-site amenities including a covered basketball court, soccer field, track, pickleball/tennis courts, gym, etc.
• Dog-friendly campus and WiFi-accessible courtyards
• 401(k) with a 5% company match
• Coverage for employee professional development and wellness