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Head of Customer Success
Head of Customer SuccessReacher • San Francisco, CA, United States
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Head of Customer Success

Head of Customer Success

Reacher • San Francisco, CA, United States
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1 day ago Be among the first 25 applicants

This range is provided by Reacher. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$110,000.00 / yr - $180,000.00 / yr

About the Role : Head of Customer Success

At Reacher , we're helping e-commerce brands unlock the full potential of TikTok Shop — and we’re growing fast. As we scale, we're looking for a Rockstar Head of Customer Success to build and lead our CS organization.

This is a high-impact leadership role ideal for someone who has successfully scaled Customer Success teams in SaaS and thrives in fast-paced, high-growth environments.

You’ll own the entire post-sale customer journey — from onboarding to renewal to expansion — and play a pivotal role in shaping customer experience, improving retention, and driving long-term revenue growth.

What You’ll Do

  • Own Strategy & Execution : Lead the vision, strategy, and execution of Customer Success across the full customer lifecycle.
  • Drive Scalable Onboarding : Build and manage onboarding and education programs that accelerate time to value.
  • Retention & Expansion : Establish health scores, monitor performance, and identify churn risks to maximize retention and account growth.
  • Cross-Functional Partnership : Collaborate with Product and Sales to advocate for customers and increase LTV.
  • Data & Tools Optimization : Maximize effectiveness of tools like HubSpot and analytics platforms to drive insights and decision-making.
  • Content & Enablement : Lead the knowledge base, documentation, and support content strategy, working closely with Engineering on product releases.
  • Information Centralization : Organize and streamline customer and partner insights to improve communication across the GTM org.

You’ll Be Successful If You…

  • Have 5+ years of experience in Customer Success, with 2+ years in a leadership role at a SaaS company.
  • Have a proven track record of scaling CS orgs and improving customer retention and expansion.
  • Are data-savvy and confident navigating SaaS metrics and KPIs.
  • Are an excellent communicator with strong cross-functional collaboration skills.
  • Thrive in fast-paced, ambiguous startup environments where speed and scrappiness are key.

    • Bonus Points

  • Experience in creator / affiliate marketing platforms or social commerce.
  • Familiarity with influencer marketing data and automation tools.
  • Background in workshop facilitation or customer training programs.

    • Why Join Reacher?

  • Work directly with the hottest e-commerce platform (TikTok Shop).
  • High-impact, strategic role with direct influence on company growth.
  • Competitive compensation + equity + performance-based bonus.
  • Fast-paced startup with huge learning and career advancement potential.
  • Collaborate closely with founders and the leadership team.

    • #J-18808-Ljbffr

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    Head Of Customer • San Francisco, CA, United States