Head of Customer Success

About 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 .