Head of Customer Success

ABOUT THE ROLE Build and lead the post-sales function at an early-stage B2B SaaS company serving enterprise customers with a technical product. This hands-on, player-coach role owns customer outcomes and commercial growth while establishing the systems and processes needed to scale. WHAT YOU'LL DO - Own the customer journey across onboarding, relationship management, business reviews, renewals, and account expansion. - Manage support requests and resolutions, and build AI agents to triage and automate recurring support workflows. - Create customer success playbooks, onboarding processes, health scoring, and scalable operating practices from the ground up. - Drive retention, renewals, and expansion revenue while maintaining trusted customer partnerships. - Identify future team needs and, as the function grows, hire and lead customer success team members. WHAT WE'RE LOOKING FOR - 5 to 10 years of customer success experience, including a founding or early customer success role at a lean, seed- to Series A-stage B2B SaaS company. - Experience building customer success processes and playbooks from scratch, with hands-on individual contributor execution. - Direct ownership of renewals, retention, net revenue retention, gross revenue retention, and expansion performance. - Experience using data to improve customer success operations and building AI agents or automation for support workflows. - Background supporting enterprise customers using technical products, with a balance of commercial judgment and customer advocacy. - Familiarity with CRM and customer success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, as well as data analysis and project management tools. - Authorized to work without employer 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 three days per week.