Head of Customer Success

About the Role

This is a senior, hands-on leadership role at a B2B SaaS startup where you will own the entire customer experience end-to-end, from onboarding through renewal and expansion. You will work closely with the founding team to shape product direction while building the systems, playbooks, and team that will scale the Customer Success function. The role is equally strategic and operational, meaning you will be in direct customer conversations every day while also designing the infrastructure that supports long-term growth.

What You'll Do

• Own the long-term health of the customer base, driving renewals, retention, and account expansion.

• Build ROI-driven business cases, identify upsell opportunities, and guide customers toward growing their investment over time.

• Lead business reviews, understand evolving customer goals, proactively identify risks, and build trusted relationships with key stakeholders.

• Design scalable playbooks, metrics, and operating rhythms that form the foundation of Customer Success as the company grows.

• Personally manage onboarding, renewals, expansion, and customer advocacy while building out the team and function.

• Develop scalable approaches to