Head of Customer Success

About the Role
Build and lead the post-sales function at a seed-stage technical B2B SaaS company. This hands-on, player-coach role owns enterprise customer relationships, retention, and growth while creating the processes and systems needed to scale Customer Success.

What You'll Do

Own the customer journey, including onboarding, relationship management, business reviews, renewals, and account expansion.

Manage support requests and drive resolution, including building AI agents to triage and automate repetitive workflows.

Create Customer Success playbooks, onboarding processes, health scoring, and scalable operating practices from the ground up.

Own retention and expansion outcomes while building trusted, consultative customer partnerships.

Identify future team needs and help grow the function as the company scales.

What We're Looking For

At least 5 years of hands-on Customer Success experience, ideally in early-stage B2B SaaS companies with lean teams.

Experience as a founding Customer Success hire, building the function and its core processes from scratch at a company with fewer than 50 employees.

Direct ownership of renewals, retention, net and gross revenue retention, and expansion outcomes.

Experience with technical products and enterprise customers, balancing commercial growth with customer advocacy.

Experience building AI agents or automation for support workflows.

Proficiency with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, plus data analysis and project management tools.

Comfort working as an individual contributor in a scrappy, resource-constrained environment.

Compensation & Benefits
Salary range: $150,000 to $176,000 annually. Visa sponsorship is not available.

Location
Hybrid, with three days per week in the Redwood City, California office.

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