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 that combines customer relationships, commercial ownership, support, and the systems needed to scale Customer Success.

What You'll Do

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

• Personally manage enterprise accounts, drive retention and upsell opportunities, and report on the retention and expansion metrics you own.

• Handle support tickets and resolve customer issues, while building AI agents and automations to streamline repetitive support work.

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

• Use customer and operational data to identify risks, improve outcomes, and guide account decisions.

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

• Experience building Customer Success operations, playbooks, onboarding, and health scoring from scratch.

• Hands-on ownership of renewals, retention, NRR, GRR, and expansion revenue, alongside strong customer advocacy and commercial judgment.

• Experience supporting technical products and enterprise customers in a resource-constrained environment.

• Comfort with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, plus data tools such as Excel or Looker.

• Experience building AI agents or automation for support workflows.

• Ability to work in a hybrid schedule with three days per week in the San Francisco office, and authorization to work in the United States without visa sponsorship.

Compensation & Benefits

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

Location

Hybrid, based in Redwood City, California, with three days per week in the San Francisco office.