Head of Customer Success

Company Overview

Founded in 2008, our company is a fast-growing SaaS leader in SMS solutions designed for marketing professionals. With a robust product portfolio and a focus on scale-up growth, we currently serve diverse verticals—including Higher Education, Sports, SaaS, Financial, and more. As we continue to expand our business, we are seeking an innovative, strategic, and results-driven Head of Customer Success to lead our customer centric approach and drive sustainable growth.

Position Overview

The Head of Customer Success will be responsible for developing and executing a strategic plan for driving customer platform adoption, account retention, and long-term value by managing the post-sales relationship with customers. Reporting directly to the CEO, the ideal candidate will have a player-coach approach to lead and mentor a team primarily focused on customer adoption, usage, and success management, ensuring customers are continually maximizing the value we provide to their business.

As one of the most critical and important roles in the company, the Head of Customer Success will partner with the Sales and Finance teams for contract negotiation, identifying upsell and cross-sell opportunities, and uncovering and determining the metrics that will be crucial to forecasting, identifying churn risk, and maintaining a strong customer renewal rate and growth rate. The Head of Customer Success will also partner with the customer support team that handles day-to-day customer inquiries or escalation management. Blending people-first and data-centric approaches, this role is pivotal to customer retention, platform adoption, and partnering with marketing to turn customer experiences into case studies.

What You’ll Do:

• Lead and mentor a team of customer success and support professionals enabling them to achieve professional growth in their roles.
• Work directly with customers to onboarding new customers, maintain platform adoption goals, and retain customer accounts
• Own the strategies, data, and processes that drive your work: onboarding, health checks, business reviews (QBRs), risk signals, and more
• Partner with customers to understand their business goals, share insight into best practices, industry trends, and help them achieve measurable, repeatable self-sufficient success
• Develop, execute, and maintain strategic account plans to drive business value and ROI. 
• Collaborate cross-functionally to optimize new business handoffs, upsells, renewals, support experiences, customer advocacy, and product roadmap
• Analyze customer success metrics (e.g. NPS, adoption data, churn feedback, etc.) to create a metrics-driven approach to your work and adjust your customer strategy

• 6+ years of experience as a team lead or manager/director in Customer Success and/or Account Management in B2B SaaS companies.  
• Experience in marketing automation, CCaaS, telephony, SMS, email marketing, carrier relations, or related field preferred.
• Proven track record of building and leading customer-centric, high-performing, adaptable customer success teams in a fast-paced, metrics-driven environment
• Experience with Salesforce, Gainsight or other customer success software and reporting tools
• High degree of customer empathy
• Critical thinking and problem-solving skills in order to envision solutions for customers.
• Ability to thrive within a fast-paced environment that continues to evolve. 
• Strong understanding of customer onboarding, adoption, usage, health, and retention strategies
• Excellent communication and relationship-building skills, with the ability to collaborate cross-functionally and build strong customer relationships
• Data-driven with a demonstrated ability to bring an analytical mindset and leverage data to improve customer and business outcomes
• Bachelor's degree from an accredited university

What We Offer

• Dynamic Work Environment: Join a passionate team in a company with a strong product foundation and ambitious growth plans.
• Competitive Compensation: Attractive salary, equity, and benefits package including medical, dental and vision benefits, 401k, PTO, and professional development opportunities.
• Growth Opportunities: Be a key player in a scale-up environment where your insights and leadership will directly impact the company’s future.
• Innovative Culture: Work in a collaborative, forward-thinking setting that values innovation, creativity, and data-driven decision-making with a strong team and proven Executive team.