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Head of Customer Success
Posted 14 days agoViewed
💎 Seniority level: Lead, 7+ years
🔍 Industry: SaaS
🏢 Company: Capsule👥 251-500💰 $300,000,000 Series D almost 4 years ago🫂 Last layoff over 2 years agoPharmaceuticalRetailHealth Care
⏳ Experience: 7+ years
Requirements:
- 7+ years of experience in Customer Success, Account Management, or a related role at a SaaS company.
- Proven ability to drive customer engagement, retention, and expansion.
- Strong relationship-building skills with a consultative, customer-first approach.
- Excellent communication and problem-solving abilities.
- Experience working cross-functionally with product, sales, and marketing teams.
- Entrepreneurial mindset —comfortable operating in a fast-moving, early-stage startup.
- Passion for AI and video technology is a plus!
Responsibilities:
- Own the customer journey —from onboarding to expansion— ensuring a seamless and high-value experience.
- Develop and implement scalable processes to drive adoption, retention, and customer satisfaction.
- Act as the primary point of contact for key customers, understanding their needs and advocating for their success.
- Proactively identify churn risks and work cross-functionally to mitigate them.
- Provide training, best practices, and strategic guidance to help customers maximize Capsule’s impact.
- Gather customer feedback and partner with product teams to influence feature development and roadmap priorities.
- Create and manage customer success resources (e.g., help docs, FAQs, training materials).
- Work closely with sales to drive renewals and expansion opportunities.
- Lay the foundation for a high-impact customer success team as Capsule scales.
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