Head of Customer Success

Head of Customer Success The Head of Customer Success is the owner of the Customer Success function, accountable for customer retention, satisfaction, and long-term customer value. This role is responsible for building and leading the Customer Success team, defining scalable processes, and partnering closely with Sales, Operations, and Product to ensure customers consistently achieve meaningful outcomes. This is a leadership role, not an individual contributor position. Responsibilities Customer Success Strategy & Ownership Define the Customer Success vision, strategy, and success metrics Design and continuously improve the full customer lifecycle: Onboarding Ongoing engagement Retention and renewal Establish customer segmentation and customer health frameworks Team Leadership & Development Build, lead, and develop the Customer Success team Set clear goals, expectations, and performance standards Create a scalable operating model for Customer Success Retention & Customer Outcomes Own key metrics including retention, churn, customer health, and satisfaction Lead relationships for strategic and high‑risk customers Drive renewal readiness and long‑term partnerships Cross‑Functional Collaboration & Customer Advocacy Act as the voice of the customer across Product, Operations, and Sales Translate customer insights into process and product improvements Balance customer needs with operational scalability Data, Rhythm, and Executive Communication Build dashboards and review cadences to monitor customer health Provide clear visibility into customer risks, trends, and opportunities Partner with executive leadership on customer‑related strategy Requirements Bachelor's degree in Business, Marketing, or a related field. 5+ years of experience in Customer Success, Account Management, or Client Services 3+ years of people management experience Strong background in B2B, services, or recurring‑revenue businesses Proven ability to build teams, systems, and processes High ownership mindset with accountability for outcomes Preferred Experience scaling Customer Success from early stage to growth stage Familiarity with CRM and CS platforms (e.g., Salesforce, HubSpot, Gainsight) Experience working in fast‑paced startup or scale‑up environments Equal Opportunity Employer WeBox is an equal‑opportunity employer committed to hiring based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Note This position offers a competitive starting salary of $100k+, along with great benefits, PTO, and a 401K match. This job description offers a general overview and may not encompass all responsibilities, tasks, or skills required. Additional duties may be assigned to meet the company's evolving needs. #J-18808-Ljbffr