Head of Customer Success

Role Overview

The Head of Customer Success will build and lead the CS team as the company scales, owning the full customer lifecycle from onboarding to renewal and expansion.

What You Will Do

The role involves setting the strategy, building playbooks, and working closely with Sales, Product, and Leadership to bring the voice of the customer into the roadmap and own retention metrics.

Why It Might Be a Fit

The ideal candidate is an owner who is autonomous, self-directed, and comfortable navigating ambiguity, with a deep sense of customer service and success.

Requirements

• 8+ years in customer success, account management, or a related customer-facing role, usually B2B SaaS
• 2–4+ years managing people: hiring, coaching, and building a team from a few CSMs up to large scale
• Startup or scale-up background, ideally having built a CS function from scratch or taken it from “founder-led” to repeatable
• Experience with SMB, mid-market, and enterprise customers
• Builds culture and keeps morale up through churn, escalations, and rapid change
• Leads by example, still taking key accounts or escalations personally

Benefits

• Equity — own a meaningful piece of the company you’re helping build
• Fully paid health coverage through Aetna — we cover 100% of employee premiums
• Top-tier dental and vision coverage through Guardian
• Carrot Fertility Pro — comprehensive fertility and family-forming support
• 12 weeks of paid parental leave
• Unlimited PTO — plus regular 4-day holiday weekends we actually take
• 401(k) through Vestwell
• Paid relocation support — we’ll help you make the move to NYC
• Fully equipped workspace from day one — laptop, monitor, keyboard, and a $200 stipend to personalize your setup
• Team perks — catered Friday lunches, team dinners, and unlimited coffee + snacks featuring products from the brands we work with