Head of Customer Success
True Talent Solutions Partners
- Location
- Hybrid (Redwood City, California)
- Compensation
- $150k - $176k/yr
- Employment
- Full-time
- Level
- Senior Level
About the role
Join an early-stage B2B SaaS company as the founding Head of Customer Success, building the post-sales function from scratch. You will lead the entire customer journey for enterprise clients, driving retention, renewals, and expansion while establishing scalable operations and automation.
Skills
Perks
- Hybrid Work
Full job details
About the Role
Build and lead the post-sales customer success function at an early-stage B2B SaaS company serving enterprise customers with a technical product. This is a hands-on, founding role combining customer relationships, commercial ownership, support, and scalable operations.
What You'll Do
Own the customer journey across onboarding, relationship management, business reviews, renewals, and account expansion.
Manage enterprise customer relationships while driving retention, renewals, and upsell revenue.
Handle support requests and build AI agents or automation to triage and resolve repetitive issues.
Create customer success playbooks, onboarding processes, health scoring, and scalable workflows from the ground up.
Identify future team needs and, as the function grows, hire and lead roles such as technical account managers or forward-deployed engineers.
What We're Looking For
Five to ten years of Customer Success experience, including founding or early-stage roles at lean B2B SaaS companies.
Experience building a Customer Success function from scratch, including playbooks, onboarding, and customer health scoring.
Direct ownership of renewals, retention, net and gross revenue retention, and expansion results.
A hands-on approach, balancing strategic work with individual-contributor execution and support.
Experience with technical products and enterprise customers, plus a consultative approach to commercial growth and customer advocacy.
Familiarity with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, along with data analysis and project management tools.
Experience building AI agents or automation for customer support workflows.
Compensation & Benefits
Base salary: $150,000 to $176,000 annually. Visa sponsorship is not available.
Location
Hybrid, based in Redwood City, California, with on-site work in the San Francisco area three days per week, on Monday, Wednesday, and Friday.