Head of Customer Success- Remote
Company:
Location:Arizona, Arkansas, California, Connecticut, Florida, Georgia, Idaho, Illinois, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Washington D.C., Wisconsin, EST, PST
Languages:English
Seniority level:Executive, 12+ years
Experience:12+ years
Skills:
LeadershipPeople ManagementProduct ManagementStrategyCustomer SuccessSaaSAccount ManagementCross-functional collaborationRelationship managementCRM
Requirements:
12+ years of experience leading high-performing Customer Success or post-sales organizations in a SaaS environment. 7+ years of direct client management experience with enterprise-level customers. Demonstrated ability to design, build, and scale global organizations and processes. Track record of owning retention, growth, and customer satisfaction metrics. Proven executive leadership and decision-making capabilities with strong operational rigor. Strong communication and storytelling skills. Deep familiarity with SaaS businesses, including metrics, challenges, and lifecycle dynamics. Experience working cross-functionally with Product, Sales, Services, and Marketing. Successful history of hiring, developing, and retaining world-class talent. Strong technical and product acumen. Experience with enterprise SaaS technologies (CMS/DMS, CRM platforms such as Salesforce/Dynamics 365). Entrepreneurial mindset, adaptable to change, with a focus on solutions and opportunities. Proven track record of defining and optimizing customer success processes.
Responsibilities:
Ensure consistent, high-quality customer engagement throughout their lifecycle. Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion. Provide executive sponsorship for strategic accounts. Develop and maintain deep knowledge of the platform and its integrations. Ensure the CSM organization provides best practices, training, and guidance. Hire, coach, and develop top talent within the CSM organization. Set and uphold high performance and engagement standards. Channel customer insights into product strategy and innovation. Align with Marketing and Sales on customer advocacy and expansion opportunities. Collaborate with Operations and Analytics for data-driven decision-making. Build and inspire a Customer Success organization that drives outcomes. Implement scalable processes, tools, and metrics. Develop leadership bench within the CSM org and ensure succession planning.
