Head of Customer Success

BackOps AI is redefining modern operations for businesses, and they are seeking a Head of Customer Success to lead their customer success team. This leadership role involves owning retention and expansion strategies, managing a capable team, and engaging with strategic accounts to drive business growth.

Responsibilities:

• Lead, coach, and develop the existing customer success team, and grow it as the customer base expands
• Own net revenue retention, gross retention, and expansion across the portfolio
• Set the CS strategy and sharpen the operating model: segmentation, coverage, onboarding, success plans, and executive business review cadence
• Personally own the relationship for a set of our largest and most strategic accounts
• Drive adoption and time-to-value across Relay and the AI Process Center
• Own the cross-sell and upsell motion across the portfolio and align it with sales
• Stand up and refine health scoring and early-warning systems to manage churn and contraction risk proactively
• Own the retention and expansion forecast and report it to leadership
• Define clean handoffs with Sales so expansion and renewal accountability are unambiguous
• Serve as the executive voice of the customer to Product, turning account patterns into roadmap influence
• Establish the tooling, data, and processes that let the function scale without losing rigor