Head of Customer Success

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.