Head of Customer Success
In OfficeDirectorNASoftwareFintechHead of Customer SuccessCustomer SuccessPerformance ManagementCoachingAccount ManagementB2B
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Requirements
- Full professional proficiency in English (written and spoken).
- 7+ years in Customer Success / Account Management / Post-Sales leadership in a B2B SaaS environment (high-growth preferred).
- 3+ years leading and developing CS teams, including performance management and coaching.
- Proven experience owning outcomes across renewals, churn reduction, and expansion.
- Strong operational mindset: building playbooks, processes, tooling, KPIs, forecasting, and reporting.
- Experience building trusted relationships with senior stakeholders (Finance leadership strongly preferred).
- Excellent communication and executive presence (written and verbal), plus strong organizational skills.
- A “high agency” mentality: hands-on leader who drives execution and raises the bar.
- Experience selling/supporting finance teams (FP&A, CFO org) and/or business planning / analytics / data products.
- Experience working with Technical CSM or solutions/implementation functions and complex onboarding motions.
- Comfort with product-led adoption metrics, customer health scoring, and data-driven CS operations.
Responsibilities
- Lead & scale a high-performing CS org
- Lead, coach, and develop a team of CSMs and Technical CSMs, creating clear expectations, career paths, and performance standards.
- Hire and retain “A-players” while keeping attrition low through strong culture, enablement, and management practices.
- Build and continuously improve CS playbooks, processes, and tooling to scale impact as Abacum grows.
- Own retention, renewals, and expansion
- Own performance against churn, renewal, contract extensions, and upsell/cross-sell targets.
- Establish forecasting, risk mitigation, and escalation processes to drive predictable renewals and expansion.
- Guide your team to create and execute tailored success plans per customer segment/tier, including adoption milestones and commercial outcomes.
- Drive adoption and customer outcomes
- Ensure customers reach the outcomes defined during sales and onboarding; partner with FP&A Ops (Implementation team) to deliver smooth, accountable handoffs and onboarding success.
- Develop and monitor customer health, product usage, and adoption KPIs (including QBR cadence, success plan completion, engagement metrics, and time-to-value).
- Implement a process to prioritize, track, and manage customer requests and feedback loops.
- Be the voice of the customer internally
- Partner with Product and Engineering to surface insights, prioritize issues, and influence roadmap decisions based on customer impact.
- Maintain and evolve internal and external knowledge bases (help center, enablement assets, internal playbooks) to support customers and internal teams.
- Collaborate with Sales and Marketing on key account planning and advocacy (e.g., reviews, references, case studies).
- Lead by example with strategic accounts
- Take ownership of a portfolio of Abacum’s most strategic clients, acting as executive sponsor and escalation point.
- Build trusted relationships with senior finance stakeholders and drive measurable value realization.
- How We’ll Measure Success
- Retention & growth: renewals, contract extensions, churn reduction, expansion (upsell/cross-sell)
- Adoption & outcomes: product usage, adoption milestones, time-to-value, customer health score improvements
- Predictability: renewal/expansion forecasting accuracy and risk mitigation effectiveness
- Team performance: CSM/TCSM effectiveness, execution quality, hiring success, and retention of top talent
Benefits
- Competitive compensation including equity package
- Competitive vacation policy
- Access to Meditopia
- Hybrid working model and flexible working hours
- Personal development including language courses
- Customer Obsession: We share the understanding that Abacum's sole purpose is to create value for customers and relentlessly deploy all creativity and energy to that end.
- Audacious Ambition: We dream big and embrace discomfort. We assume risks, make on-time mistakes and learn how to methodically accomplish our goals.
- Good People: We are self-reflective and praise diversity of thought. We don't justify the end with the means and know where to draw the line. We have fun every day.
- Tough Love: We truly care for everyone in the team and embrace honest feedback and radical candor as ways to genuinely help each other.
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