Head of Customer Success

3-5 years in customer success, account management, or customer-facing roles at a B2B SaaS or e-commerce company. Experience managing a book of business and driving retention, expansion, or customer satisfaction metrics. Strong communication skills, able to translate technical concepts for non-technical audiences and vice versa. Proactive and resourceful problem-solver. Familiarity with customer data platforms, enrichment tools, or marketing automation. Comfortable working in ambiguity and building processes from scratch.

Guide new customers through implementation and onboarding. Build and refine onboarding workflows for quick activation. Create resources and documentation for customer self-service. Monitor customer health metrics and intervene when engagement drops. Conduct regular check-ins to ensure customers achieve goals. Identify expansion opportunities and drive adoption of new features. Synthesize customer feedback into product recommendations. Serve as the internal voice of the customer to prioritize features. Partner with the founding team to test new use cases. Develop case studies, best practices, and use case guides. Host webinars, office hours, or training sessions. Build a knowledge base of common questions and troubleshooting steps.