Head of Customer Success

New

EULERB2B SaaS, Partnerships

Worldwide, US East Coast working hoursFull-TimeManager

Salary not disclosed

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Job Details

Languages: English
Required Skills: Data AnalysisSalesforceCustomer SuccessHubSpotAccount ManagementProcess improvement

Proven experience in B2B SaaS Customer Success leadership, including people leadership experience.
Proven track record of owning retention and expansion metrics and coaching a team to hit targets.
Hands-on leadership style, comfortable stepping into strategic accounts.
Experience building or refining Customer Success processes in an early-stage or high-growth environment.
Strong command of the full customer lifecycle: onboarding, adoption, renewal, and expansion.
Consultative mindset with the ability to propose solutions.
Highly autonomous and proactive.
Strong proficiency in HubSpot, Salesforce, or similar CRM tools.
Exceptional command of English, both written and spoken.

Own overall retention and expansion targets and be personally accountable for NRR and churn outcomes.
Own customer adoption across both breadth and depth of usage.
Coach, enable, and actively support the CS team to deepen accounts and reduce churn, stepping into strategic accounts when needed.
Lead, develop, and grow the Customer Success team as the company scales.
Build and refine a scalable, repeatable Customer Success playbook, from onboarding through renewal and expansion.
Define success plans, health scoring frameworks, and account management standards.
Partner cross-functionally with Sales, Product, and Engineering to represent the voice of the customer.
Maintain accurate customer health visibility and reporting in HubSpot or similar CRM tools.
Proactively identify risk and opportunity, bringing forward thoughtful, actionable solutions to leadership.
Hire and onboard future Customer Success talent as the team scales.

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