Head of Customer Success
About Our Client
Our client is an early-stage AI software company developing solutions that help organizations automate complex workflows and improve operational efficiency. Backed by experienced operators and investors, the company is experiencing strong early growth and is building a leadership team to help scale both its product and customer experience functions.
Role Overview
Our client is seeking a Head of Customer Success to lead and scale their post-sale function during a pivotal stage of growth. This individual will own the customer life cycle, ensuring customers achieve measurable value while driving adoption, retention, and long-term partnership success.
This is a hands-on leadership opportunity for someone who enjoys building from the ground up. The successful candidate will play a key role in defining customer success strategy, establishing operational processes, managing executive customer relationships, and recruiting the next generation of Customer Success talent.
The ideal candidate combines strategic leadership with a willingness to roll up their sleeves, working closely with customers, product teams, and internal stakeholders to deliver exceptional outcomes.
Key Responsibilities
- Own customer health, retention, renewals, and expansion readiness across the customer base
- Build and lead the Customer Success function from the ground up
- Establish customer health metrics, success plans, renewal processes, and escalation frameworks
- Develop scalable playbooks for on-boarding, adoption, customer engagement, and quarterly business reviews
- Recruit, mentor, and manage future Customer Success team members
- Serve as a trusted advisor to executive-level customer stakeholders
- Partner closely with Product, Engineering, and Go-to-Market teams to improve customer outcomes
- Translate customer feedback into actionable product and business insights
- Support implementation efforts and ensure successful adoption of the platform
- Create and maintain operating rhythms that drive accountability, engagement, and customer success
Required Qualifications
- 8+ years of experience in Customer Success, Account Management, Implementation, or Post-Sales leadership
- Proven experience leading customer-facing teams within a B2B SaaS environment
- Strong track record of driving customer adoption, retention, and long-term account growth
- Experience managing executive-level customer relationships
- Exceptional project management and cross-functional collaboration skills
- Ability to establish operational processes, metrics, and scalable customer programs
- Comfortable operating in a fast-paced startup environment with a high degree of ownership
- Demonstrated ability to balance strategic leadership with hands-on customer engagement
Preferred Qualifications
- Experience building or scaling a Customer Success function within an early-stage technology company
- Background in enterprise software, workflow automation, fintech, compliance technology, or related industries
- Experience supporting emerging technology or enterprise software platforms
- Familiarity with complex enterprise implementations and multi-stakeholder customer environments
- Experience hiring, developing, and managing Customer Success or Implementation teams
- Knowledge of change management and customer transformation initiatives
Interested in learning more? Apply today!
FAQs
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