Head of Customer Success

Role Overview

• Own the entire post-sale customer journey — from the moment a contract is signed through implementation, onboarding, adoption, ongoing support, renewal, and expansion.
• Lead and scale a global Customer Success function spanning the United States and Australia, building the teams, playbooks, and operational infrastructure that turn customers into long-term advocates.
• Manage capacity planning, territory/portfolio assignments, and coverage across time zones.
• Own and continuously refine the end-to-end implementation and onboarding methodology, ensuring customers reach first value quickly and predictably.
• Oversee support operations, ensuring SLAs are consistently met or exceeded across regions.
• Identify churn risk early through health scoring and engagement signals, and lead structured save/recovery plays.
• Serve as the internal champion for customers, synthesizing feedback, feature requests, and adoption data into actionable insights for Product and Engineering.
• Build and maintain customer health scoring, lifecycle stages, and early-warning systems.

Requirements

• 5+ years of experience in Customer Success, Professional Services, Account Management, or Support within B2B SaaS.
• 3+ years leading and developing customer-facing teams, ideally across multiple regions or time zones.
• Deep working knowledge of SaaS customer metrics: churn, GRR, NRR, adoption, engagement, and customer health scoring — and a track record of moving them in the right direction.
• Proven experience owning renewals and driving retention and expansion outcomes.
• Excellent communication and stakeholder management skills, with the ability to engage credibly at every level from frontline users to C-suite executives.
• Strong operational mindset: comfortable designing processes, building playbooks, and using data to drive decisions.
• Self-starter who thrives in a fast-moving, scaling environment with a bias toward action.

Benefits

• Fully remote & flexible — Work from anywhere, with the flexibility to structure your day around your life.
• Competitive compensation — Strong base salary plus performance-based incentives tied to the outcomes you drive.
• Global exposure — Work with customers and colleagues across the US, Australia, and beyond.
• Growth trajectory — Join a scaling company where high performers grow with the business.