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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 2 days ago

About the role

Build and lead the post-sales function at a seed-stage B2B engineering software company. This hands-on, player-coach role owns enterprise customer relationships, retention, and growth while creating the processes and automation needed to scale Customer Success.

Skills

Customer Success Enterprise Customer Relationships Customer Onboarding Renewals Customer Retention Revenue Expansion Net Revenue Retention Gross Revenue Retention Customer Support AI Agents Workflow Automation Customer Success Playbooks Customer Health Scoring CRM Platforms Data Analysis Project Management

Perks

  • Hybrid Work

Full job details

About the Role

Build and lead the post-sales function at a seed-stage B2B engineering software company. This hands-on, player-coach role owns enterprise customer relationships, retention, and growth while creating the processes and automation needed to scale Customer Success.

What You'll Do

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

  • Manage enterprise support requests and build AI agents or automations to triage and resolve repetitive issues.

  • Create Customer Success playbooks, onboarding processes, health scores, and scalable operating practices from the ground up.

  • Own renewal, retention, and expansion outcomes while building trusted, consultative customer partnerships.

  • 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

  • At least 5 years of hands-on Customer Success experience, ideally at an early-stage B2B SaaS company with a lean team.

  • Experience building a Customer Success function, playbooks, onboarding, and health scoring from scratch.

  • Direct ownership of renewals, retention, net revenue retention, gross revenue retention, and expansion revenue.

  • Experience with technical products and enterprise customers, balancing commercial growth with customer advocacy.

  • Experience building AI agents or automation for support workflows.

  • Proficiency with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, plus data analysis and project management tools.

Compensation & Benefits

Base salary: $150,000 to $176,000 annually. Employer visa sponsorship is not available.

Location

Hybrid, with three days per week in the San Francisco office. Primary location: Redwood City, California.