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
The Head of Customer Success will build and own the post-sales function at an early-stage B2B SaaS company serving enterprise customers. This role focuses on creating scalable processes, implementing AI-driven support workflows, and managing the entire customer journey from onboarding to renewals.
Skills
Perks
- Hybrid Work
Full job details
About the Role
Build and own the post-sales function at an early-stage B2B SaaS company serving enterprise customers with a technical product. This player-coach role combines hands-on account ownership with creating the processes and systems needed to scale Customer Success.
What You'll Do
Own the customer journey across onboarding, relationship management, business reviews, renewals, and account expansion.
Manage customer support requests and drive resolutions, including developing AI agents to triage and automate repetitive work.
Create Customer Success playbooks, onboarding processes, health scoring, and scalable workflows from the ground up.
Own retention and expansion outcomes while building 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
Five to ten years of Customer Success experience in early-stage B2B SaaS, ideally in a lean team at the seed or Series A stage.
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 supporting enterprise customers using technical products, with a balance of commercial judgment and customer advocacy.
Experience building AI agents or automation to improve support workflows.
Familiarity with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, along with data analysis and project management tools.
Comfort with hands-on individual-contributor work as well as strategy and team leadership.
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, with three days per week in the San Francisco office. Primary location: Redwood City, California.