RE
Head of Customer Success
ReacherAbout the Role: Head of Customer Success
At
Reacher
, we're helping e-commerce brands unlock the full potential of
TikTok Shop
— and we’re growing fast. As we scale, we're looking for a
Rockstar Head of Customer Success
to build and lead our CS organization.
This is a high-impact leadership role ideal for someone who has successfully scaled Customer Success teams in SaaS and thrives in fast-paced, high-growth environments.
You’ll own the entire post-sale customer journey — from onboarding to renewal to expansion — and play a pivotal role in shaping customer experience, improving retention, and driving long-term revenue growth.
What You’ll Do
Own Strategy & Execution:
Lead the vision, strategy, and execution of Customer Success across the full customer lifecycle.
Drive Scalable Onboarding:
Build and manage onboarding and education programs that accelerate time to value.
Retention & Expansion:
Establish health scores, monitor performance, and identify churn risks to maximize retention and account growth.
Cross-Functional Partnership:
Collaborate with Product and Sales to advocate for customers and increase LTV.
Data & Tools Optimization:
Maximize effectiveness of tools like HubSpot and analytics platforms to drive insights and decision-making.
Content & Enablement:
Lead the knowledge base, documentation, and support content strategy, working closely with Engineering on product releases.
Information Centralization:
Organize and streamline customer and partner insights to improve communication across the GTM org.
You’ll Be Successful If You...
Have
5+ years
of experience in Customer Success, with
2+ years
in a leadership role at a SaaS company.
Have a
proven track record
of scaling CS orgs and improving customer retention and expansion.
Are
data-savvy
and confident navigating SaaS metrics and KPIs.
Are an
excellent communicator
with strong cross-functional collaboration skills.
Thrive in
fast-paced, ambiguous
startup environments where speed and scrappiness are key.
Bonus Points
Experience in
creator/affiliate marketing platforms
or
social commerce
.
Familiarity with
influencer marketing data
and
automation tools
.
Background in
workshop facilitation
or customer training programs.
Why Join Reacher?
Work directly with the hottest e-commerce platform (
TikTok Shop
).
High-impact, strategic role with direct influence on company growth.
Competitive compensation +
equity
+
performance-based bonus
.
Fast-paced startup with huge learning and career advancement potential.
Collaborate closely with
founders
and the
leadership team
.
Visa: US citizen/visa only.