Head of Customer Success

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.