You will be the Head of Customer Experience & Success Management (CXSM), reporting to the President.
This is a leadership role with direct ownership of retention, revenue growth, customer success, and team performance.
You will take over revenue and CX operations within your first two weeks, freeing the Chief Growth Officer (CGO) to focus on technology strategy and platform migration.
You are the bridge between product innovation and client retention.
You will coordinate communication, manage expectations, and keep clients confident through the platform migration.
The first 90 days are hands-on operator time. Pick up the phone, talk to clients, personally handle cancellation calls.
Lead the retention function: every cancellation gets a structured save conversation.
Build and iterate AI-assisted save flows (e.g., dynamic scripts, objection handling, cancel interception).
Own exit interviews for every lost account (eliminate the 'unknown' cancel reasons).
Use AI to analyze churn data, identify patterns, and proactively intervene before cancellations occur.
Directly manage the Retention Lead, Growth Lead, Marketing Specialist, and Sales Rep.

5+ years in B2B SaaS in customer success, account management, or revenue leadership
2+ years managing a team — you have hired, coached, and held people accountable
Experience driving SaaS retention metrics: churn reduction, save rate, NRR, NPS/CSAT
Player-coach mentality — you will personally handle cancel conversations and proof calls, not just manage dashboards
Comfort with data — you can build a weekly dashboard, segment a client base, and make decisions from metrics
Strong communicator — you write clearly, present confidently, and have difficult conversations without avoiding them
Bias for speed — you ship before it is perfect and iterate based on results
AI-specific expectations: You already use AI tools daily (e.g., ChatGPT, Claude, Zapier, Make) and will be expected to use and build on this stack
You think in systems, regularly looking for ways to automate, augment, or eliminate manual work
You can point to specific examples where you used AI tools to improve an outcome — a process you automated, a decision you made faster, a workflow you redesigned.

Head of Customer Experience – Success Management

Key skills