Quick overview
Job description
About the Role
Build and lead the post-sales Customer Success function at an early-stage B2B SaaS company serving enterprise customers with a technical product. This is a hands-on, player-coach role focused on customer outcomes, retention, and sustainable account growth.
What You'll Do
Own the end-to-end customer journey, including onboarding, relationship management, business reviews, renewals, and account expansion.
Manage customer support requests and drive resolution, including creating AI agents and automations for repetitive workflows.
Establish Customer Success playbooks, onboarding processes, health scoring, and scalable operating practices.
Track and report retention, renewal, and expansion performance, using data to improve customer outcomes and operations.
Build trusted customer partnerships while identifying opportunities for upsell and account growth.
Identify future team needs and, as the function grows, hire and lead roles such as technical account managers or forward-deployed engineers.
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 Customer Success operations from the ground up, including playbooks, onboarding, and health scoring.
Direct ownership of renewals, retention, net revenue retention, gross revenue retention, and expansion revenue.
Hands-on experience supporting technical products and enterprise customers in a resource-constrained environment.
Experience using data to manage Customer Success and building AI agents or automations for support workflows.
Proficiency with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, plus data analysis and project management tools.
A balance of commercial judgment, customer advocacy, and hands-on execution.
Authorization to work in the United States without visa sponsorship.
Compensation & Benefits
Base salary: $150,000 to $176,000 USD annually. Visa sponsorship is not available.
Location
Hybrid, with three days per week in the Redwood City, California office.