Head of Customer Success

A company is looking for a Head of Customer Success to lead customer retention and growth initiatives.

Key Responsibilities

Build and oversee systems to track customer adoption, engagement, and health scores

Develop and execute customer adoption frameworks to drive ROI and long-term stickiness

Build and lead a multi-segment Customer Success organization while designing scalable onboarding and success playbooks

Required Qualifications

7+ years in Customer Success within SaaS, with at least 3+ years in leadership roles

Proven success in building renewal and expansion playbooks and negotiating complex deals

Hands-on experience with platforms like Planhat, Gainsight, or Totango

Strong track record in designing and executing customer adoption strategies

Experience hiring and developing high-performing Customer Success teams across various segments