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Head of Customer Success

True Talent Solutions Partners

Location
Hybrid (Redwood City, California)
Compensation
$150k - $176k/yr
Employment
Full-time
Level
Senior Level
Posted 1 day ago

About the role

Join an early-stage B2B SaaS company as the founding Head of Customer Success to build the post-sales function from the ground up. You will own the entire customer journey, driving retention, expansion, and scalable processes for enterprise clients.

Skills

Customer Success Customer Onboarding Relationship Management Business Reviews Renewals Customer Retention Revenue Retention Account Expansion Customer Support AI Agents Workflow Automation Customer Success Playbooks Customer Health Scoring Enterprise Customer Management CRM Platforms Data Analysis

Full job details

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 is a hands-on, founding role focused on customer outcomes, retention, and sustainable account growth.

What You'll Do

  • Own the customer journey across onboarding, relationship management, business reviews, renewals, and account expansion.

  • Manage customer support requests and drive timely resolution, including creating AI agents and automation for repetitive workflows.

  • Build customer success playbooks, onboarding processes, health scoring, and scalable operating practices from the ground up.

  • Own retention and expansion outcomes while maintaining trusted, consultative customer relationships.

  • 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

  • 5 to 10 years of customer success experience in early-stage B2B SaaS, ideally in a lean team of fewer than 50 people.

  • Experience founding or building a customer success function from scratch, including playbooks, onboarding, and customer health scoring.

  • Hands-on ownership of renewals, retention, net and gross revenue retention, and expansion revenue.

  • Comfortable balancing commercial growth with customer advocacy and long-term trust.

  • Experience supporting technical products and enterprise customers.

  • Experience building AI agents or automation to streamline support workflows.

  • Proficiency 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 in the United States without visa sponsorship.

Compensation & Benefits

Base salary range: $150,000 to $176,000 annually. Visa sponsorship is not available.

Location

Hybrid role based in Redwood City, California, with on-site work in the San Francisco office on Monday, Wednesday, and Friday.