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
A seed-stage technical B2B SaaS company is seeking a Head of Customer Success to build and own its post-sales function. This hands-on role focuses on strengthening enterprise relationships, supporting retention and growth, and creating scalable customer success operations from the ground up.
Skills
Perks
- Hybrid Work
Full job details
About the Role
A seed-stage technical B2B SaaS company is seeking a Head of Customer Success to build and own its post-sales function. This is a hands-on, founding role focused on strengthening enterprise relationships, supporting retention and growth, and creating scalable customer success operations.
What You'll Do
Own the customer journey across onboarding, relationship management, business reviews, renewals, and account expansion.
Manage customer support requests and coordinate resolutions, including building AI agents to triage requests and automate repetitive workflows.
Create customer success playbooks, onboarding processes, health scoring, and other operating processes from the ground up.
Track and report retention and expansion performance, and identify opportunities to grow existing accounts.
Assess 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 a founding or early-stage role at a lean B2B SaaS company.
Experience building a customer success function, playbooks, onboarding processes, and health scoring from scratch.
Hands-on ownership of renewals, retention, net revenue retention, gross revenue retention, and expansion revenue.
Experience with technical products and enterprise customers, balancing commercial growth with trusted customer advocacy.
Experience building AI agents or automation for support workflows, and proficiency with CRM and customer success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero.
Comfort with data analysis tools such as Excel or Looker and project management tools such as Asana or Notion.
Compensation & Benefits
Base salary: $150,000 to $176,000 annually. Visa sponsorship is not available.
Location
Hybrid, with in-office work Monday, Wednesday, and Friday in San Francisco. Primary location: Redwood City, California.