Head of Customer Success

ABOUT THE ROLE Build and own the post-sales function at an early-stage B2B SaaS company. This hands-on player-coach role combines enterprise customer relationships and commercial outcomes with the systems and processes needed to scale Customer Success. WHAT YOU'LL DO - Own the end-to-end customer journey, including onboarding, relationship management, business reviews, renewals, and account expansion. - Manage enterprise customer support requests and drive resolutions, including creating AI agents to triage tickets and automate repetitive work. - Build Customer Success playbooks, onboarding processes, health scoring, and scalable operating systems from the ground up. - Own and report on retention, renewals, and expansion performance while balancing commercial growth with trusted customer partnerships. - Identify future team needs, such as technical account managers or forward-deployed engineers, and build the team as the function grows. WHAT WE'RE LOOKING FOR - Five to ten years of Customer Success experience, including a founding or early Customer Success role at a lean, early-stage B2B SaaS company. - Experience building Customer Success operations, playbooks, onboarding, and health scoring from scratch. - Direct ownership of renewals, retention metrics such as NRR and GRR, and expansion revenue. - Hands-on experience supporting technical products and enterprise customers in a resource-constrained environment. - Experience using data to improve Customer Success operations and building AI agents or automation for support workflows. - Proficiency with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, along with data analysis and project management tools. - Authorized 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 in-office work on Monday, Wednesday, and Friday.