Head of Customer Success

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 focused on customer outcomes, retention, and sustainable account growth.

What You'll Do

• Own the customer journey across onboarding, relationship management, business reviews, renewals, and account expansion.

• Manage customer support requests and drive timely resolution, including creating AI agents and automation for repetitive workflows.

• Build customer success playbooks, onboarding processes, health scoring, and scalable operating practices from the ground up.

• Own retention and expansion outcomes while maintaining 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

• 5 to 10 years of customer success experience in early-stage B2B SaaS, ideally in a lean team of fewer than 50 people.

• Experience founding or building a customer success function from scratch, including playbooks, onboarding, and customer health scoring.

• Hands-on ownership of renewals, retention, net and gross revenue retention, and expansion revenue.

• Comfortable balancing commercial growth with customer advocacy and long-term trust.

• Experience supporting technical products and enterprise customers.

• Experience building AI agents or automation to streamline support workflows.

• Proficiency with CRM and customer success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, as well as data analysis and project management tools.

• Authorized to work in the United States without visa sponsorship.

Compensation & Benefits

Base salary range: $150,000 to $176,000 annually. Visa sponsorship is not available.

Location

Hybrid role based in Redwood City, California, with on-site work in the San Francisco office on Monday, Wednesday, and Friday.