Head of Customer Success & Support - Remote

Overview

As the Head of Customer Success & Support, you will be responsible for building, scaling, and leading our Customer Success Managers team and Service Desk team, ensuring customers realize maximum value from our product.

In Short

• Lead and mentor Customer Success and Support teams.
• Define strategies to drive retention and customer satisfaction.
• Partner with Product and Sales leadership.
• Oversee onboarding and health tracking of customers.
• Build playbooks for renewals and expansions.
• Ensure high-quality, responsive support.
• Implement processes for ticket management and resolution.
• Plan and coordinate customer-facing webinars.
• Draft regular newsletters with updates and tips.
• Own KPIs related to customer retention and satisfaction.

Requirements

• 5-6+ years in Customer Success or Support leadership in a B2B SaaS environment.
• Proven track record in improving retention and satisfaction.
• Strong operational mindset and process-building skills.
• Excellent communication and influencing skills.
• Data-driven focus on outcomes.
• Thrives in high-growth environments.

Benefits

• Collaborative and innovative team environment.
• Opportunity to make an immediate impact.
• Supportive culture prioritizing employee well-being.
• Career growth opportunities.
• Engagement in customer initiatives.