About the Opportunity
Customer success has become one of the most influential drivers of sustainable business growth, customer retention, and long-term enterprise value. We are seeking a visionary Head of Customer Success to lead and scale our global customer success organization, ensuring every client receives an exceptional experience throughout their partnership with our company.
This executive leadership role is responsible for developing and executing customer success strategies that maximize customer adoption, satisfaction, retention, expansion, and lifetime value. The Head of Customer Success will oversee a high-performing organization responsible for onboarding, customer engagement, renewals, account growth, customer advocacy, and strategic relationship management across a diverse portfolio of enterprise and mid-market clients.
Working closely with Executive Leadership, Sales, Product Management, Marketing, Professional Services, Engineering, and Support teams, this leader will build scalable customer success programs, establish measurable performance metrics, improve customer health outcomes, and strengthen long-term client partnerships that directly contribute to revenue growth.
The ideal candidate brings extensive experience leading enterprise customer success organizations within high-growth SaaS or cloud technology environments. Success requires strategic thinking, executive leadership, operational excellence, commercial acumen, and a passion for creating customer-centric cultures that deliver measurable business results.
If you’re excited about transforming customer experiences, building world-class teams, and driving strategic initiatives that influence company growth, this is an opportunity to make a lasting impact within an innovative technology organization.
Essential Duties and Responsibilities
- Develop and execute the company’s enterprise customer success strategy aligned with long-term business objectives.
- Lead global Customer Success Managers, Team Leads, Customer Operations, Renewals, and Customer Enablement teams.
- Drive customer retention, product adoption, customer satisfaction, expansion revenue, and long-term client engagement.
- Establish customer lifecycle strategies from onboarding through renewal and customer advocacy.
- Develop scalable customer engagement programs supporting enterprise, mid-market, and strategic accounts.
- Partner with Sales to ensure seamless customer transitions from implementation through long-term account management.
- Collaborate with Product Management by translating customer feedback into product improvement initiatives.
- Monitor customer health metrics and proactively identify opportunities to reduce churn and improve customer outcomes.
- Develop executive business reviews and strategic account planning processes for key enterprise customers.
- Build customer success playbooks, operational frameworks, and performance standards across the organization.
- Analyze customer data, usage trends, and business intelligence to improve customer experience strategies.
- Oversee renewal forecasting, revenue retention initiatives, and customer expansion opportunities.
- Create customer advocacy programs including reference accounts, case studies, advisory boards, and user communities.
- Establish departmental KPIs including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), customer health, adoption, and onboarding effectiveness.
- Drive cross-functional collaboration with Support, Professional Services, Finance, Marketing, and Product teams.
- Lead organizational planning, workforce development, succession planning, and leadership coaching.
- Manage departmental operating budgets and strategic investments.
- Present customer performance metrics, strategic initiatives, and business insights to executive leadership and the Board when required.
- Champion continuous improvement through automation, AI-driven customer insights, and operational excellence initiatives.
Job Qualifications and Requirements
- Bachelor’s degree in Business Administration, Management, Marketing, Information Technology, or a related discipline.
- MBA or advanced business degree preferred.
- 10+ years of progressive customer success, account management, client services, or customer experience leadership.
- 5+ years leading enterprise Customer Success organizations within SaaS, cloud technology, enterprise software, or technology services.
- Proven success managing customer retention, expansion revenue, and executive client relationships.
- Strong understanding of SaaS subscription models, recurring revenue, and customer lifecycle management.
- Experience leading geographically distributed remote teams.
- Demonstrated expertise with CRM platforms such as Salesforce and customer success platforms including Gainsight, Totango, ChurnZero, Planhat, or similar technologies.
- Experience using business intelligence and analytics tools to drive strategic decision-making.
- Strong financial acumen with experience forecasting renewals and recurring revenue performance.
- Exceptional executive communication, negotiation, and stakeholder management skills.
- Proven ability to build scalable customer success organizations in high-growth environments.
- Experience developing operational processes that improve customer outcomes and business efficiency.
Personal Capabilities and Qualifications
- Visionary executive leadership with a customer-first mindset.
- Exceptional strategic planning and organizational leadership.
- Outstanding relationship-building and executive communication skills.
- Strong analytical thinking supported by data-driven decision-making.
- High emotional intelligence with the ability to inspire and develop high-performing teams.
- Excellent coaching, mentoring, and talent development capabilities.
- Commercial mindset with a focus on revenue growth and customer value.
- Strong conflict resolution and executive problem-solving abilities.
- Adaptability within rapidly changing business environments.
- Commitment to innovation, operational excellence, and continuous improvement.
- Ability to influence executive stakeholders across multiple business functions.
Strategic Support
The Head of Customer Success serves as a strategic member of the leadership team responsible for shaping the organization’s customer experience strategy while driving customer retention, expansion, and long-term business growth. This role partners closely with executive leadership to align customer success initiatives with corporate objectives, optimize recurring revenue performance, strengthen customer advocacy, and identify opportunities for product innovation based on customer insights.
Additionally, this leader plays a critical role in digital transformation initiatives, customer experience optimization, AI-enabled customer engagement strategies, and operational scalability that support sustainable growth across domestic and international markets.
Working Conditions
- Fully remote position based within the United States.
- Standard executive business schedule with flexibility to support global customers across multiple time zones.
- Frequent virtual meetings with executive leadership, enterprise clients, and distributed customer success teams.
- Periodic domestic and international travel for customer visits, leadership meetings, conferences, and company events.
- Fast-paced technology environment requiring strategic decision-making and executive leadership.
- Regular collaboration using modern communication and productivity platforms.
Job Function
The Head of Customer Success provides executive leadership for all customer success operations by developing scalable customer engagement strategies, improving customer retention and expansion, strengthening executive client relationships, optimizing operational performance, and leading high-performing teams that deliver exceptional customer outcomes. This role directly influences recurring revenue growth, customer loyalty, and long-term organizational success through strategic leadership and operational excellence.
Compensation & Benefits
Compensation Package: $220,000 – $320,000 annually, based on executive leadership experience, industry expertise, geographic location, and overall qualifications.
Our executive benefits package includes:
- Annual executive performance bonus
- Long-term incentive plan and equity participation
- Comprehensive medical, dental, and vision insurance
- Health Savings Account (HSA) and Flexible Spending Account (FSA)
- 401(k) retirement plan with generous company matching
- Unlimited or flexible paid time off
- Paid parental leave and family support programs
- Remote work equipment and home office stipend
- Executive leadership development and coaching
- Tuition reimbursement and continuing education assistance
- Life and disability insurance
- Employee Assistance Program (EAP)
- Wellness and mental health programs
- Company-sponsored volunteer initiatives
- Career advancement within a high-growth technology organization
Why Join Us
Our company is redefining how organizations build lasting customer relationships through innovation, technology, and exceptional service. We believe customer success is not just a function—it is a strategic competitive advantage.
As our Head of Customer Success, you will shape the future of our customer organization, influence executive business strategy, and lead a talented team dedicated to delivering measurable value for our clients. You’ll have the autonomy to build scalable programs, implement innovative customer engagement strategies, and drive meaningful business outcomes while working in a collaborative, remote-first culture that values leadership, innovation, and continuous growth.
Job Features
| Job Category | Enterprise SaaS & Cloud Technology |