Head of Customer Success

About This Role

Lead and develop a high-performing customer success team focused on outstanding client engagement and retention across SMB and enterprise segments. Oversee the entire customer lifecycle and manage a team of Customer Success Managers.

Responsibilities

• Lead and develop a high-performing customer success team, fostering a culture of excellence and accountability.
• Oversee the entire customer lifecycle, from onboarding through renewal, ensuring consistent delivery of value.
• Collaborate with sales, product, and support teams to address client needs and optimize customer journeys.
• Implement processes to manage complex accounts, handle multiple stakeholders, and drive customer satisfaction.
• Develop strategies to expand existing accounts and maximize customer retention and growth.
• Analyze customer data and feedback to inform service improvements and improve overall client success metrics.

Requirements

• Proven experience leading teams of 6-8 Customer Success Managers or equivalent
• Background in managing both SMB and enterprise clients
• Demonstrated ability to thrive in a results-driven setting, with strong sales orientation and business acumen
• Hands-on approach with a builder mentality
• Strong personality fit for a fast-moving environment, adaptable, collaborative, and eager to achieve measurable success

Qualifications

• Proven experience leading teams of 6-8 Customer Success Managers or equivalent. Background in managing both SMB and enterprise clients.

Nice to Have

• Previous experience within Series B technology companies

Skills

* Required skills