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 B2B SaaS company is seeking a Head of Customer Success to build and own its post-sales function. This role focuses on managing enterprise relationships, driving retention and growth, and establishing scalable customer success systems from the ground up.
Skills
Perks
- Hybrid Work
Full job details
About the Role
A seed-stage B2B SaaS company is hiring a hands-on Head of Customer Success to build and own its post-sales function. You will manage enterprise relationships, drive retention and growth, and establish the systems and processes needed to scale customer success.
What You'll Do
Own the customer journey across onboarding, relationship management, business reviews, renewals, and account expansion.
Personally manage enterprise accounts while building trusted, consultative customer partnerships.
Handle support escalations and develop AI agents and automation to triage requests and streamline repetitive work.
Create customer success playbooks, onboarding processes, health scoring, and scalable operating practices from the ground up.
Own and report on retention, renewal, and expansion performance, including NRR and GRR.
Identify future team needs, such as technical account managers or forward-deployed engineers, and hire and lead as the function grows.
What We're Looking For
Five to ten years of customer success experience, including a founding or early customer success role at a lean, early-stage B2B SaaS company.
Demonstrated experience building a customer success function, playbooks, onboarding, and health scoring from scratch.
Hands-on ownership of renewals, retention, and expansion revenue, with experience reporting on NRR and GRR.
Experience with technical products and enterprise customers, balancing commercial growth with customer advocacy.
Practical experience building AI agents or automations for support workflows.
Proficiency with CRM and customer success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, along with data analysis and project management tools.
Authorized to work in the United States without visa sponsorship.
Compensation & Benefits
Base salary: $150,000 to $176,000 annually. Visa sponsorship is not available.
Location
Hybrid, based in Redwood City, California. The role requires working on-site in the San Francisco office on Monday, Wednesday, and Friday.