Head of Customer Success

About the Role

A seed-stage B2B SaaS company is seeking a Head of Customer Success to build and own its post-sales function. This hands-on, player-coach role will manage enterprise relationships, drive retention and growth, and establish the systems and processes needed to scale customer success.

What You'll Do

• Own the customer journey across onboarding, relationship management, business reviews, renewals, and account expansion.

• Manage customer support requests and drive resolutions, including building AI agents to triage and automate recurring tasks.

• Create customer success playbooks, onboarding processes, health scoring, and scalable operating processes.

• Own renewal, retention, and expansion outcomes while building trusted, consultative customer partnerships.

• Identify future team needs, such as technical account managers or forward-deployed engineers, and hire and lead as the function grows.

What We're Looking For

• 5 to 10 years of Customer Success experience, including a founding or early Customer Success role at a lean, early-stage B2B SaaS company.

• Experience building a Customer Success function, playbooks, onboarding processes, and health scoring from the ground up.

• Direct ownership of renewals, retention, net revenue retention, gross revenue retention, and expansion results.

• Hands-on experience supporting technical products and enterprise customers, with a balance of commercial focus and customer advocacy.

• Experience building AI agents or automation for customer support workflows.

• Proficiency with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, plus data analysis tools such as Excel or Looker and project management tools such as Asana or Notion.

Compensation & Benefits

Base salary: $150,000 to $176,000 annually. Visa sponsorship is not available.

Location

Hybrid, based in Redwood City, California, with on-site work in the San Francisco office on Monday, Wednesday, and Friday.