Establish baseline metrics where none exist: CSAT, time-to-value, customer health, capacity forecasting.
Architect the customer journey, from Pilot through Onboarding to Expansion.
Continuously surface and relieve bottlenecks so the system improves quarter after quarter.
Create segmented customer journey maps with differentiated service models by customer type.
Implement self-service systems, process, tools to drive scalability, experience, and retention.
Own GRR target of 95%+ and NRR target of 125%+.
Implement process, systems, and data to surface customer insights that drive durable top tier GRR.
Build proactive CS motion to ensure customer retention and accelerate expansion revenue in coordination with Sales.
Partner with Product to establish feedback loops informing strategic roadmap.

7+ years in Customer Success within growth stage B2B SaaS and/or payments
Built CS function from early/nascent state with direct P&L ownership or GRR/NRR accountability
Hands-on experience implementing tools, process, and AI to drive scalable, measurable and productive operations
Demonstrated experience in segmenting process, operations, and customer growth strategy between high-touch motions for larger customers and lower tech-touch motions for smaller customers.
Described as a thought partner and growth enabler from prior sales and product teammates
Data & technical fluency with respect to integrations and analytics
Experience building teams from 5-10+ people
Partner-led or product-led growth experience
Based in Atlanta, GA or Santa Barbara, CA.

Competitive salary, equity, and healthcare benefits
Meeting-light culture
Work with an A+ smart and passionate team
Flexible vacation/time-off policy
Opportunity to make your mark at an accelerating company with great product-market fit

Head of Customer Success

Key skills