golinks - Head of Customer Success

Remote - USA1w ago

Remote Director NA Software Head of Customer Success Customer Success Account Management B2B Product Marketing Customer Onboarding Customer Relations Reporting NRR CSAT NPS Mid-Market Gainsight Salesforce

Requirements

• 7+ years in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS company, including 2+ years in a leadership role • A track record of owning retention/NRR targets and building repeatable CS processes from the ground up • Experience working with both mid-market and enterprise customers, including executive stakeholders • Strong analytical skills — comfortable defining and tracking the metrics that matter (NRR, churn, CSAT/NPS, adoption) • Excellent communication skills, with experience presenting to internal leadership and external customer executives • A builder's mindset — you're comfortable creating structure and process in a growing organization, not just operating within an existing one • Experience with CS/CRM tooling (e.g., Gainsight, Salesforce, HubSpot, or similar) • Bonus: experience in enterprise IT, knowledge management, or workplace productivity SaaS

Responsibilities

• Define and own the customer success strategy, including onboarding, adoption, health scoring, renewals, and expansion/upsell motions • Own retention and net revenue retention (NRR) targets; identify and act on churn risk early • Design and implement scalable onboarding programs that get new customers to value quickly • Partner closely with Sales on renewals and expansion opportunities, and with Product on the customer feedback loop • Establish customer health metrics, QBR cadences, and playbooks for different account segments (SMB through enterprise) • Serve as an executive sponsor for key strategic accounts • Report on CS performance (retention, NRR, CSAT/NPS, adoption) to company leadership • Champion the voice of the customer internally, influencing product roadmap and go-to-market decisions

Benefits

• Top-tier Medical, Dental, and Vision benefits, including FSA • Life Insurance, AD&D, STD, and LTD benefits • EAP and monthly wellness stipend for your physical and mental health • 401(k) retirement plan to save for your future • Paid Holidays, including a Winter Break for your rest and relaxation • New hire stipend to cultivate a better work environment • All expenses paid company off-sites and free lunch biweekly at Company meetings • Learning & Development benefits for continuous learning • MacBook Pro or equivalent laptop for your productivity • Hybrid schedule to manage your personal obligations • Flexible remote work environment: coffee shop, beach, or anywhere in between • We can only accept US-based applicants at this time.