Head of Customer Success
$150k - $176kTrue Talent Solutions Partners
About the Role
Build and lead the post-sales customer success function at an early-stage B2B SaaS company serving enterprise customers with a technical product. This is a hands-on, founding role focused on customer outcomes, retention, and sustainable account growth.
What You'll Do
Own the customer journey across onboarding, relationship management, business reviews, renewals, and account expansion.
Manage customer support requests and coordinate resolutions, including building AI agents and automations for repetitive workflows.
Create the customer success function from the ground up, including playbooks, onboarding processes, health scoring, and scalable operating practices.
Own retention, renewal, and expansion performance while building trusted, consultative customer relationships.
Identify future team needs and, as the function grows, hire and lead roles such as technical account managers or forward-deployed engineers.
What We're Looking For
Five to ten years of customer success experience, including founding or early-stage roles at seed- to Series A B2B SaaS companies with lean teams.
Experience building customer success operations from scratch, including onboarding, playbooks, and health scoring.
Direct ownership of renewals, retention, net revenue retention, gross revenue retention, and expansion results.
A hands-on approach, combining individual contributor execution with strategic and leadership skills.
Experience supporting technical products and enterprise customers, and balancing commercial growth with customer advocacy.
Experience building AI agents or automations for support workflows.
Familiarity with CRM and customer success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, along with data analysis and project management tools.
Authorization to work in the United States without visa sponsorship.
Compensation & Benefits
Base salary: $150,000 to $176,000 annually. Visa sponsorship is not available.
Location
Hybrid, based in Redwood City, California, with on-site work in San Francisco on Monday, Wednesday, and Friday.
$150k - $176k
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