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
Build and lead the post-sales function at an early-stage B2B SaaS company serving enterprise customers with a technical product. This hands-on founding role combines customer relationships, commercial ownership, support, and the systems needed to scale Customer Success.
Skills
Perks
- Hybrid Work
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 that combines customer relationships, commercial ownership, support, and the systems needed to scale Customer Success.
What You'll Do
Own the end-to-end customer journey, including onboarding, relationship management, QBRs, renewals, and account expansion.
Personally manage enterprise accounts, drive retention and upsell opportunities, and report on the retention and expansion metrics you own.
Handle support tickets and resolve customer issues, while building AI agents and automations to streamline repetitive support work.
Create Customer Success playbooks, onboarding processes, health scoring, and scalable operating processes from the ground up.
Use customer and operational data to identify risks, improve outcomes, and guide account decisions.
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, including a founding or early Customer Success role at a lean, early-stage B2B SaaS company.
Experience building Customer Success operations, playbooks, onboarding, and health scoring from scratch.
Hands-on ownership of renewals, retention, NRR, GRR, and expansion revenue, alongside strong customer advocacy and commercial judgment.
Experience supporting technical products and enterprise customers in a resource-constrained environment.
Comfort with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, plus data tools such as Excel or Looker.
Experience building AI agents or automation for support workflows.
Ability to work in a hybrid schedule with three days per week in the San Francisco office, and authorization 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, with three days per week in the San Francisco office.