Responsibilities
- Own Net Revenue Retention
- Architect Customer Success Systems
- Lead and Elevate the CSM Team
- Strategic Account Ownership
- Own Escalation Structure
- Cross Functional Alignment
- Reduce Founder Dependency
Requirements
- Experience building or scaling Customer Success at a high-growth B2B SaaS company.
- Direct ownership of retention, churn reduction, or expansion metrics.
- Experience managing and elevating Customer Success Managers.
- Strong systems thinking and comfort designing onboarding frameworks and workflow standards.
- Experience working with integrations, APIs, automations, or complex SaaS implementations.
- Ability to evaluate solution architecture without being an engineer.
- Comfort giving direct feedback and holding teams accountable.
- Executive presence with U.S.-based enterprise customers.
- Bias toward structured execution, scalable systems, and long-term retention.
Nice to Have
- Experience working with staffing, workforce, or ATS platforms.
- Experience building Customer Success operations from early stage to scale.
- Background in Technical Account Management, Solutions Architecture, or Customer Success Operations.
Team
Structure: Customer Success function that is structured, scalable, and independent from founder oversight.
Additional Information
- Must overlap with U.S. Eastern Time while supporting U.S.-based customers.
