Head of Customer Success

About the Role

Build and lead the post-sales customer success function at an early-stage B2B SaaS company serving enterprise customers with a technical product. This is a hands-on, founding role combining customer relationships, commercial ownership, support, and scalable operations.

What You'll Do

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

• Manage enterprise customer relationships while driving retention, renewals, and upsell revenue.

• Handle support requests and build AI agents or automation to triage and resolve repetitive issues.

• Create customer success playbooks, onboarding processes, health scoring, and scalable workflows from the ground up.

• 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-stage roles at lean B2B SaaS companies.

• Experience building a Customer Success function from scratch, including playbooks, onboarding, and customer health scoring.

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

• A hands-on approach, balancing strategic work with individual-contributor execution and support.

• Experience with technical products and enterprise customers, plus a consultative approach to commercial growth and customer advocacy.

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

• Experience building AI agents or automation for customer support workflows.

Compensation & Benefits

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

Location

Hybrid, based in Redwood City, California, with on-site work in the San Francisco area three days per week, on Monday, Wednesday, and Friday.