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 technical products. This player-coach role combines hands-on customer relationships and commercial ownership with creating the systems and processes needed to scale Customer Success.

What You'll Do

• Own the end-to-end customer journey, including onboarding, relationship management, business reviews, renewals, and account expansion.

• Manage customer support requests and drive resolutions, while building AI agents and automation to streamline repetitive workflows.

• Create Customer Success playbooks, onboarding processes, health scoring, and scalable operating practices from the ground up.

• Own retention and expansion outcomes while building trusted, consultative customer partnerships.

• 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, including founding or early Customer Success work at a lean, early-stage B2B SaaS company.

• Demonstrated hands-on experience building Customer Success processes and playbooks from scratch.

• Direct ownership of renewals, retention, net revenue retention, gross revenue retention, and expansion revenue.

• Experience supporting technical products and enterprise customers, balancing commercial goals with customer advocacy.

• Experience building AI agents or automation for support workflows.

• Proficiency with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, plus data and project management tools.

• Willingness to work in a hybrid schedule in the San Francisco area.

Compensation & Benefits

Base salary is $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.