About the Opportunity

We are partnering with a rapidly expanding enterprise SaaS organization that is transforming how businesses engage with customers through artificial intelligence, automation, and cloud technology. As our business continues to scale globally, we are seeking an accomplished Head of Customer to lead the organization’s end-to-end customer strategy while ensuring every stage of the customer journey delivers measurable business value and exceptional client experiences.

The Head of Customer serves as a key member of the executive leadership team, responsible for creating a unified customer organization that integrates customer onboarding, adoption, engagement, retention, renewals, customer experience, account growth, and customer operations. This executive will establish strategic initiatives that strengthen client partnerships, maximize recurring revenue, and elevate the overall customer experience across enterprise and strategic accounts.

Working closely with Executive Leadership, Sales, Product, Engineering, Marketing, Finance, and Operations, the Head of Customer will champion the voice of the customer while driving operational excellence through scalable processes, data-driven decision-making, and cross-functional collaboration. This leader will ensure every customer interaction reflects the organization’s commitment to innovation, service excellence, and long-term partnership.

The ideal candidate is a visionary executive with extensive experience leading enterprise customer organizations within high-growth technology environments. They possess exceptional commercial acumen, operational expertise, and leadership capabilities, with a proven ability to build high-performing teams, improve customer engagement, reduce customer churn, and drive sustainable revenue growth.

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Essential Duties and Responsibilities

• Develop and execute the organization’s enterprise-wide customer strategy aligned with long-term business objectives.
• Lead and oversee all customer-facing functions, including onboarding, customer operations, engagement, retention, renewals, and strategic account relationships.
• Build scalable customer lifecycle programs that maximize customer value, satisfaction, and long-term partnership.
• Establish executive engagement programs for enterprise and strategic clients.
• Drive improvements in customer retention, recurring revenue growth, account expansion, customer satisfaction, and overall customer health.
• Develop customer performance frameworks utilizing operational analytics, customer intelligence, and business insights.
• Collaborate closely with Sales to ensure seamless customer transitions from implementation through ongoing relationship management.
• Partner with Product and Engineering to translate customer feedback into product enhancements and innovation opportunities.
• Lead executive business reviews with strategic customers while identifying opportunities for long-term growth.
• Develop operational standards, governance models, KPIs, and customer engagement frameworks across the organization.
• Oversee resolution of executive-level customer escalations while maintaining exceptional service standards.
• Monitor customer experience metrics including customer satisfaction, engagement, retention, utilization, and business outcomes.
• Optimize customer technologies, CRM platforms, workflow automation, reporting systems, and operational processes.
• Manage departmental budgets, workforce planning, organizational forecasting, and resource allocation.
• Collaborate with Marketing to strengthen customer advocacy initiatives, executive forums, reference programs, and customer communities.
• Drive continuous improvement initiatives that enhance operational efficiency and customer experiences.
• Present customer performance insights, strategic initiatives, and executive recommendations to senior leadership.

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Job Qualifications and Requirements

• Bachelor’s degree in Business Administration, Marketing, Information Technology, Communications, or a related discipline.
• MBA or advanced business degree preferred.
• 10+ years of progressive executive leadership experience managing enterprise customer organizations within SaaS, cloud technology, fintech, AI, or enterprise software environments.
• Demonstrated success leading customer strategy across enterprise and strategic accounts.
• Proven experience improving customer retention, recurring revenue growth, and long-term client relationships.
• Strong understanding of subscription-based business models, customer lifecycle management, and executive account strategy.
• Experience with enterprise CRM and customer platforms including Salesforce, Gainsight, HubSpot, Zendesk, or comparable technologies.
• Strong financial planning, forecasting, and operational leadership capabilities.
• Experience building scalable customer organizations during periods of rapid business growth.
• Outstanding executive communication, presentation, and negotiation skills.
• Proven success leading geographically distributed remote teams.

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Personal Capabilities and Qualifications

• Visionary executive leadership with strong commercial awareness.
• Exceptional communication and executive presence.
• Customer-focused mindset with outstanding relationship-building abilities.
• Strategic thinker capable of balancing long-term planning with operational execution.
• Strong analytical and business decision-making capabilities.
• Proven leadership in developing high-performing teams.
• Excellent organizational and project leadership skills.
• Collaborative leadership style that promotes innovation and accountability.
• Ability to influence senior stakeholders across multiple business functions.
• Strong problem-solving, negotiation, and conflict resolution abilities.
• High level of integrity, professionalism, and sound judgment.

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Strategic Support

The Head of Customer serves as a strategic executive partner responsible for aligning customer engagement strategies with the organization’s long-term growth objectives. This role works closely with executive leadership to improve customer retention, strengthen enterprise relationships, identify expansion opportunities, optimize operational performance, and ensure customer insights directly influence product innovation and business strategy.

By establishing scalable operational frameworks, customer-centric initiatives, and performance-driven leadership, this position plays a critical role in supporting sustainable growth while delivering exceptional customer experiences across the enterprise.

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Working Conditions

• Fully remote position within the United States.
• Standard business hours with flexibility to support domestic and international customers.
• Periodic travel for executive meetings, customer engagements, leadership summits, and company events.
• Fast-paced, high-growth technology environment requiring strategic decision-making.
• Frequent collaboration through virtual communication platforms.
• Occasional extended hours supporting executive initiatives and business priorities.
• Company-provided technology and remote collaboration resources.

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Job Function

The Head of Customer provides executive leadership for the organization’s complete customer ecosystem by developing enterprise-wide strategies that strengthen customer relationships, optimize customer operations, improve engagement and retention, support revenue growth, and ensure customers achieve measurable business outcomes. This role partners closely with executive leadership to build scalable customer programs that support long-term organizational success.

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Compensation & Benefits

Compensation Package: $390,000 – $450,000 annually, based on executive leadership experience, industry expertise, organizational scope, and overall qualifications. Total compensation may include a competitive base salary, annual executive performance bonus, long-term incentive plans, and equity awards.

Our comprehensive executive benefits package includes:

• Annual executive performance bonus
• Long-term incentive and equity participation program
• Comprehensive medical, dental, and vision insurance
• 401(k) retirement plan with generous company matching
• Executive retirement planning resources
• Flexible paid time off, company holidays, and wellness days
• Paid parental and family leave
• Home office reimbursement and remote work support
• Executive leadership development and coaching
• Tuition reimbursement and continuing education assistance
• Employee stock purchase plan (where applicable)
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Life, AD&D, and long-term disability insurance
• Employee wellness and mental health programs
• Employee Assistance Program (EAP)
• Company-sponsored leadership summits and annual retreats
• Career advancement opportunities within a rapidly growing global organization

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Why Join Us

This is an opportunity to shape the future of an innovative, customer-focused organization where executive leadership directly influences company strategy and long-term growth. As the Head of Customer, you will build a best-in-class customer organization, lead transformational initiatives, and partner with executive leadership to deliver exceptional experiences that strengthen customer relationships and accelerate business success.

If you are passionate about strategic leadership, operational excellence, and creating lasting customer partnerships within a high-growth technology company, we invite you to join our leadership team and help define the future of customer excellence.