Head of Customer Success
New
G
GoLinksB2B SaaS
Location: Remote - US; We can only accept US-based applicants at this time.Full-TimeLead
Salary not disclosed
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Job Details
- Experience
- 7+ years in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS company, including 2+ years in a leadership role
- Required Skills
- SalesforceCustomer SuccessAccount Management
Requirements
- Have 7+ years of experience in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS company.
- Have at least 2 years of leadership experience.
- Demonstrate a track record of owning retention/NRR targets and building repeatable CS processes from the ground up.
- Have experience working with mid-market and enterprise customers, including executive stakeholders.
- Be comfortable defining and tracking NRR, churn, CSAT/NPS, and adoption metrics.
- Have experience presenting to internal leadership and external customer executives.
- Have experience with CS/CRM tooling such as Gainsight, Salesforce, HubSpot, or similar.
Responsibilities
- Define and own the customer success strategy across onboarding, adoption, health scoring, renewals, and expansion.
- Own retention and net revenue retention (NRR) targets and act on churn risk early.
- Design and implement scalable onboarding programs.
- Partner with Sales on renewals and expansion opportunities, and with Product on the customer feedback loop.
- Establish customer health metrics, QBR cadences, and playbooks for SMB through enterprise account segments.
- Serve as an executive sponsor for key strategic accounts.
- Report CS performance, including retention, NRR, CSAT/NPS, and adoption, to company leadership.
- Represent the voice of the customer to influence product roadmap and go-to-market decisions.
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