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.