Head of Customer Success

About the Role

Build and lead the post-sales function for an early-stage B2B SaaS company serving enterprise customers with a technical product. This hands-on, player-coach role owns the customer journey and commercial outcomes while establishing the processes and systems needed to scale.

What You'll Do

• Own onboarding, customer relationships, business reviews, renewals, and expansion across enterprise accounts.

• Manage support tickets and customer issue resolution, and build AI agents to triage and automate recurring support work.

• Create customer success playbooks, onboarding processes, health scoring, and scalable operating practices from the ground up.

• Own retention and expansion results, using a consultative approach to identify growth opportunities and advocate for customers.

• Use data to monitor and improve customer success operations and report on retention and expansion metrics.

• 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

• Five to ten years of Customer Success experience, including a founding or early Customer Success role at a seed- to Series A-stage B2B SaaS company with a lean team.

• Experience building Customer Success functions, playbooks, onboarding, and health scoring from scratch.

• Direct, hands-on ownership of renewals, retention, net revenue retention, gross revenue retention, and expansion revenue.

• Experience with technical products and enterprise customers, balancing commercial growth with trusted customer partnerships.

• Practical experience using CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, along with data analysis tools and AI or automation tools.

• Comfort operating as an individual contributor in a resource-constrained environment, with the ability to build and lead a team as needs evolve.

• Authorized to work in the United States without visa sponsorship.

Compensation & Benefits

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

Location

Hybrid, with work in the Redwood City, California area and three days per week in the San Francisco office.