About this role
About the Role
Lead customer experience, retention, and expansion at an early-stage B2B SaaS company. This hands-on leadership role combines direct customer work with building the processes and systems needed to scale Customer Success and inform product direction.
What You'll Do
- Own customer health, renewals, retention, and account expansion.
- Build ROI-focused business cases and identify opportunities to grow customer relationships.
- Lead business reviews, understand customer goals, and proactively address risks with key stakeholders.
- Create scalable onboarding, account planning, health monitoring, reporting, and renewal processes.
- Manage customer relationships directly while building the Customer Success function and team over time.
- Partner with Product and Engineering to resolve technical challenges and improve customer outcomes.
- Analyze customer data and metrics to identify trends and improve how the function operates.
What We're Looking For
- At least 5 years of experience in Customer Success, Account Management, Revenue Operations, or a related customer-facing role, preferably in an early-stage startup.
- Experience building Customer Success processes and workflows from the ground up at a B2B SaaS company.
- Experience owning renewals and retention metrics, and identifying and executing expansion opportunities.
- Strong commercial judgment and experience managing complex customer relationships and executive stakeholders.
- A hands-on, analytical, and process-oriented approach, with comfort operating in a resource-constrained environment.
Compensation & Benefits
Salary range: $170,000 to $220,000 annually. Visa sponsorship is not available.
Location
Hybrid, with three days per week in person in San Francisco, California, United States.