Head of Customer Success

About the Role :

We're looking for a Rockstar Head of Customer Success to join our team at Reacher. This role is ideal for a seasoned Customer success leader with experience scaling organizations in SaaS.

What you'll do :

Own vision, strategy and execution of customer success across the entire lifecycle from onboarding, to renewal and expansion

Oversee scalable onboarding and education processes that accelerate time to value for customers

Drive retention and expansion by establishing health scores, tracking performance, and spotting churn risks

Partner with Product and Sales to put customers first and improve LTV

Optimize usage of Hubspot and other analytics tools to inform better decision making and performance

Own the content strategy for partner support and knowledge base, partnering with engineering to ensure proper release notes and documentation on new product updates / features

Centralize critical client and partner information to improve communication and connectivity across Product and Sales

Required Experience :

5+ years in leadership role in customer success with minimum 2+ years leading teams in SaaS

Proven track record in scaling CS orgs for SaaS companies

Data Savvy with a knack for SaaS metrics / KPIs

Excellent cross functional communication skills

Loves fast paced ambiguous settings

Preferred Qualifications :

Experience working at orgs focused creator / affiliate marketing platforms

Background in social commerce or influencer marketing data analysis and automation setup experience

Workshop facilitation and training experience

Why Join Reacher?

Work directly with the hottest e-commerce platform (TikTok Shop)

High-impact role with direct influence on company growth

Competitive compensation + equity with significant upside potential

Fast-paced startup environment with learning opportunities

Direct access to founders and leadership team

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