Head of Customer Success

8-10+ years of experience in Customer Success, Implementation, or Customer Support. Leadership experience with multi-functional teams. Ability to manage a large book of customers across SMB and Enterprise. Experience in a SaaS or technical environment. Experience overseeing customer onboarding/implementation and support functions. Demonstrated success reducing churn and improving customer retention. Hands-on leadership style. Strong problem-solving skills. Experience working cross-functionally with Product, Engineering, and Sales. Excellent communication, coaching, and stakeholder management skills. Ability to thrive in a fast-paced, remote-first startup environment.

Lead and develop Enterprise Implementation, SMB Implementation, Customer Support, and Payments teams. Build a high-performing, customer-obsessed organization with clear goals, processes, and accountability. Act as an escalation point for high-impact customer issues, guiding strategy and hands-on resolution. Improve reactive churn through risk detection, customer communication, and value delivery systems. Partner with Product and Engineering to advocate for customer needs and influence roadmaps. Standardize and improve onboarding and implementation processes. Oversee performance metrics, team KPIs, and customer health reporting. Collaborate with Sales for smooth handoffs and strong expectation setting. Identify, design, and launch initiatives to increase product adoption, reduce churn, and improve retention. Ensure world-class support for the Payments customer segment. Develop repeatable processes, playbooks, and frameworks for scalability.