Head of Customer Success - Remote

Overview

This role is a unique opportunity to lead a high-impact Customer Success function within a fast-paced, remote-first SaaS environment. You will be responsible for building and executing a data-driven engagement and retention strategy to ensure customers gain maximum value, remain loyal, and become active advocates.

In Short

• Define and lead the overall customer engagement, retention, and expansion strategy in alignment with revenue goals.
• Develop and monitor KPIs including product adoption, feature usage, active user metrics, customer health scores, and LTV.
• Drive effective onboarding and retention programs that ensure customers gain lasting value from the product.
• Establish success goals, proactively track progress, and lead structured business reviews with clients focused on shared outcomes.
• Support Sales in closing opportunities by providing strategic guidance and building confidence with key stakeholders.
• Collect and communicate customer feedback to influence product development and feature enhancements.
• Leverage data and internal systems to refine success strategies and operational processes.
• Regularly report Customer Success metrics and insights to senior leadership to demonstrate business impact.

Requirements

• Proven experience in a Customer Success leadership role.
• Strong analytical skills and experience with data-driven decision making.
• Excellent communication and interpersonal skills.
• Ability to work cross-functionally with teams such as Sales, Product, and Engineering.
• Experience in SaaS environments preferred.
• Proficiency in customer engagement and retention strategies.
• Strong organizational and project management skills.
• Ability to thrive in a fast-paced, remote-first work environment.

Benefits

• Opportunity to lead a high-impact team.
• Remote-first work culture.
• Competitive salary and benefits package.
• Access to professional development opportunities.
• Collaborative and innovative work environment.