Head of Customer Success & Support
New
J
JobgetherB2B SaaS marketplace
Fully remote opportunity, open to candidates anywhere in the United States or Canada., Substantial overlap with US Eastern business hours.ContractDirector
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- At least 6 years of experience in Customer Success or Account Management, including a minimum of 3 years managing enterprise accounts.
- Required Skills
- Customer SuccessAccount ManagementCRM
Requirements
- At least 6 years of experience in Customer Success or Account Management.
- At least 3 years managing enterprise accounts.
- Experience leading a team while personally managing strategic customer relationships.
- A track record of building, improving, or scaling a Customer Success or Support function in a startup environment.
- Confidence communicating with C-suite executives, managing directors, and other senior decision-makers.
- Experience managing complex customer escalations and coordinating solutions across departments.
- Familiarity with enterprise security reviews, vendor risk assessments, procurement processes, and contract and renewal cycles.
- Commercial experience contributing to renewal, pricing, and expansion conversations.
- Ability to use customer data and account health indicators to identify risks, prioritize action, and improve retention.
- Proficiency with CRM and customer support platforms such as Attio and Intercom, plus practical experience using AI to scale support operations.
- Availability for a full-time commitment with substantial overlap with US Eastern business hours.
- Nice to have: experience in financial services or fintech, supporting banks or investment firms, managing enterprise partner programs, or working with marketplaces serving community partners and vendors.
Responsibilities
- Manage strategic accounts across enterprise organizations, financial institutions, and vendor partners.
- Lead, hire, coach, and develop the Customer Success and Support team while retaining direct ownership of key relationships.
- Build and improve onboarding playbooks, service level agreements, escalation paths, and ticketing workflows.
- Establish account health scoring and reporting for adoption, engagement, customer value, and renewal risk.
- Identify renewal risks at least 120 days in advance and coordinate mitigation plans with Sales.
- Partner with Sales on renewals, pricing discussions, and account expansion opportunities.
- Lead quarterly business and impact reviews, and conduct vendor performance reviews.
- Own customer escalations and coordinate resolutions across internal teams.
- Support customers through enterprise security reviews, vendor risk assessments, procurement requirements, and contract cycles.
- Share actionable customer and vendor feedback with Product and Engineering; use CRM systems, support platforms, and AI tools to improve operations.
View Full Description & ApplyYou'll be redirected to the employer's site
