Head of Customer Success

A company is looking for a Head of Customer Success.

Key Responsibilities

Design and manage the enterprise customer journey, focusing on pilot-to-expansion transitions

Lead the Customer Success Management (CSM) team, establishing goals and KPIs for customer engagement and retention

Collaborate cross-functionally with Sales, Product, and Marketing to enhance customer insights and inform strategies

Required Qualifications

8+ years in customer success or post-sales leadership, with 4+ years managing enterprise CS teams at an Enterprise SaaS company

Experience managing a team of 5+ CSMs or AEs responsible for post-sales

Managed a total Book Value of at least $10M ARR under the team

Direct experience with enterprise sales cycles, particularly in pilot or POC-based scenarios

Operationally rigorous, with a focus on developing data-driven playbooks and processes