Internal Head of Customer Success (INS853)

We're looking for an Internal Head of Customer Success to own the client success function at Hire Overseas, a fast-moving offshore staffing and HR platform placing vetted global talent into U.S. companies. You will build and lead the customer success motion from the ground up, own a portfolio of client relationships, drive retention and expansion, and set the standard for how clients experience this company after the sale.

This is a small business. There is no established playbook, no large team behind you, and no committee to route decisions through. You will have a high degree of ownership and autonomy — which means you design the processes, make the calls, and are directly accountable for whether clients stay, grow, and refer others. If you are a senior customer success leader who thrives without structure being handed to them, takes full ownership of outcomes, and wants to build something real rather than maintain what someone else built, this role is a strong fit.

Why You'll Want to Join

• 100% remote setup so you can work wherever you're most productive
• This role requires availability during US business hours
• Work directly with founders at a growing offshore staffing company with real traction and a strong client base
• Build and own the customer success function with full autonomy over strategy, process, and outcomes

What You'll Work On

Customer Success Strategy and Function Building

• Design and build the customer success function including onboarding, engagement cadences, health scoring, renewal processes, and expansion playbooks
• Define what a great client experience looks like at Hire Overseas and build the systems that deliver it consistently
• Create the processes, templates, and frameworks the team will run on as the company grows
• Report to founders on portfolio health, retention metrics, and strategic recommendations

Client Relationship Ownership

• Own a portfolio of client accounts as the senior point of contact from placement through long-term engagement
• Build strong, trust-based relationships that make clients feel supported, valued, and confident in their investment
• Conduct regular proactive check-ins and surface risks, opportunities, and insights before clients have to raise them
• Handle escalations directly and resolve complex client situations with good judgment and minimal involvement from founders

Retention and Expansion

• Drive client retention by delivering a consistently excellent account experience at every stage of the relationship
• Identify and pursue expansion opportunities including additional placements, new roles, and broader scope within existing accounts
• Track account health across the full portfolio and maintain a clear view of at-risk clients with active plans to address them
• Build the case for renewal and expansion into every client relationship from day one, not at contract end

Team and Process Development

• As the company grows, hire, onboard, and manage account managers and customer success team members
• Set standards for client communication, issue resolution, and relationship management across the team
• Build a culture of ownership and proactivity within the customer success function

What You Bring

• Proven senior-level experience in customer success, account management, or client success leadership in a B2B environment
• Track record of building or significantly improving a customer success function rather than just running an existing one
• Strong written and verbal English communication skills with the authority and confidence to manage senior client relationships independently
• High ownership mindset — you design the solution, own the outcome, and do not wait to be told what to do next
• Comfortable operating with full autonomy in a small business environment where structure is still being built and the answers are not always obvious
• Data-driven with the ability to track portfolio health, retention metrics, and client sentiment and translate them into action
• Able to manage a full client portfolio and build scalable processes simultaneously without losing quality in either

Nice to Have

• Experience in staffing, recruiting, HR services, or workforce management
• Background building a customer success function at a startup or founder-led company
• Familiarity with offshore or global hiring and the dynamics of remote contractor placements
• Experience hiring and managing customer success or account management teams
• Familiarity with CRM and customer success tools for tracking account health and engagement

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