Head of Customer Success
True Talent Solutions Partners · Redwood City · onsite
ABOUT THE ROLE
Build and lead the post-sales customer success function at an early-stage B2B SaaS company serving enterprise customers with a technical product. This is a hands-on, founding role focused on customer outcomes, retention, and sustainable account growth.
WHAT YOU'LL DO
- Own the customer journey across onboarding, relationship management, business reviews, renewals, and account expansion.
- Manage customer support requests and coordinate resolutions, including building AI agents and automations for repetitive workflows.
- Create the customer success function from the ground up, including playbooks, onboarding processes, health scoring, and scalable operating practices.
- Own retention, renewal, and expansion performance while building trusted, consultative customer relationships.
- Identify future team needs and, as the function grows, hire and lead roles such as technical account managers or forward-deployed engineers.
WHAT WE'RE LOOKING FOR
- Five to ten years of customer success experience, including founding or early-stage roles at seed- to Series A B2B SaaS companies with lean teams.
- Experience building customer success operations from scratch, including onboarding, playbooks, and health scoring.
- Direct ownership of renewals, retention, net revenue retention, gross revenue retention, and expansion results.
- A hands-on approach, combining individual contributor execution with strategic and leadership skills.
- Experience supporting technical products and enterprise customers, and balancing commercial growth with customer advocacy.
- Experience building AI agents or automations for support workflows.
- Familiarity with CRM and customer success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, along with data analysis and project management tools.
- Authorization to work in the United States without visa sponsorship.
COMPENSATION & BENEFITS
Base salary: $150,000 to $176,000 annually. Visa sponsorship is not available.
LOCATION
Hybrid, based in Redwood City, California, with on-site work in San Francisco on Monday, Wednesday, and Friday.