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. 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.