Head of Customer Success
New
S
SocketB2B SaaS
Location: United States
Secondary Locations: Canada, San Francisco
Workplace: RemoteFull-TimeDirector
Salary$300K - $350K; $300K – $350K • Offers Equity; Estimated On Target Earnings $300K – $350K • Offers Equity
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Job Details
- Experience
- 12+ years of experience in Customer Success, Account Management, or related customer-facing functions, including 5+ years in senior leadership.
- Required Skills
- Customer SuccessAccount Management
Requirements
- Bring 12+ years of experience in Customer Success, Account Management, or related customer-facing functions.
- Have 5+ years of senior leadership experience.
- Have experience building and scaling technical, customer-facing organizations within B2B SaaS.
- Demonstrate a track record of developing leaders and building high-performing teams with ownership and accountability.
- Show success improving customer adoption, retention, and measurable business outcomes.
- Have commercial judgment and experience partnering with Sales on renewals, customer risk, and expansion opportunities.
- Use data to assess customer health, measure performance, and make strategic decisions.
- Demonstrate executive presence, sound judgment, and the ability to influence stakeholders and navigate competing priorities across functions.
- Experience in developer tools, application security, software supply-chain security, or DevSecOps is a bonus.
- Experience leading multiple customer-facing functions, including pre-sales and post-sales, is a bonus.
- Experience managing distributed teams across customer segments or regions is a bonus.
Responsibilities
- Build, lead, coach, and develop teams and leaders across Technical Account Management and Customer Success.
- Establish clear ownership, accountability, and a culture of continuous improvement.
- Create a connected customer experience from technical evaluation through onboarding, adoption, and ongoing engagement.
- Build scalable programs that accelerate time-to-value, deepen product engagement, and strengthen retention.
- Partner with Sales to identify customer risks, strengthen renewal strategies, and uncover expansion opportunities.
- Work with Product, Engineering, and Support to turn customer feedback into product improvements.
- Establish processes, metrics, and operating rhythms to support growth.
- Use customer health, adoption, retention, and team performance data to set priorities and drive accountability.
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