Head of Customer Solutions - Remote

Overview

The Head of Customer Solutions is responsible for overseeing a talented team that manages customer implementation, support, and enablement, ensuring a positive post-sale journey for customers.

In Short

• Oversee the entire post-sale customer journey including onboarding, support, and enablement.
• Ensure customers realize value quickly and continuously throughout their lifecycle.
• Drive best-in-class customer outcomes and satisfaction (CSAT, retention, adoption).
• Structure the team around functional specializations.
• Set team goals aligned with company strategy.
• Optimize existing and build new processes for the customer journey.
• Collaborate with the Growth team to support upsell motions.
• Collaborate cross-functionally with Sales, Product, and Engineering teams.
• Become an “Espert” in customer solutions.
• Willingness to travel when required (25-30%).

Requirements

• 5+ years in Customer leadership roles.
• Direct experience managing and scaling professional services, support, and enablement teams.
• Exceptional executive presence and customer communication skills.
• Proven ability to drive customer retention, satisfaction, and revenue expansion.
• Ability to interpret customer health data and operational metrics.
• Experience with customer lifecycle tools (e.g., HubSpot, Jira).
• Skilled in project management methodologies.
• Empathetic leader and coach.
• Strong problem-solving and critical thinking skills.
• Willingness to travel when required.

Benefits

• Innovative and collaborative team environment.
• Significant opportunity for growth and ownership.
• Competitive salary and equity.
• Paid holidays & unlimited PTO.
• Medical, dental, and vision insurance.
• Generous parental & sick leave.
• 401(k) retirement plan with employer match.
• Flexible spending account (FSA).
• Office equipment allowance.
• Monthly stipend for remote work expenses.