A growing SaaS business is hiring a Head of Customer Success to lead Customer Success and onboarding. You will own retention, adoption and expansion outcomes across a large, multi-product customer base. You will build a structured, data-led approach and help customers achieve clear value from the platform.
Head of Customer Success - What you will do
- Set and deliver the Customer Success strategy
- Lead retention performance and customer health (GRR and NRR)
- Lead a multi-role team across Customer Success and onboarding
- Own the lifecycle from onboarding through renewal, improving time to value
- Reduce churn through early risk identification and proactive playbooks
- Partner with Product, Sales and Support to improve customer outcomes
- Build reporting and rhythm for senior leadership
Head of Customer Success - What we are looking for