Customer Engagement Specialist
Avēsis
Head of Customer Success
8020REI
full-time
Posted on:
Location: Florida • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Own retention, expansion, and customer success outcomes (not just processes)
- Design and execute a scalable Customer Success strategy aligned with business growth and vertical expansion
- Build systems and processes to predict risk, prevent churn, and increase customer lifetime value
- Lead and grow a high-performing team of 7+ CSMs and Operations specialists, setting clear KPIs and ensuring execution against results
- Drive operational excellence through CRM optimization, dashboards, playbooks, and team rhythms
- Act as the escalation point, ensuring resolution and reinforcing customer value
- Partner closely with Sales and Product to align goals, improve onboarding, and capture feedback loops
- Play a key role in launching new verticals (starting with home services) and ensuring CS readiness to support expansion
- Champion a culture of accountability, ownership, and continuous improvement across the CS team
- Report to the COO and work closely with the CEO on strategic decisions impacting customer experience and revenue growth
Requirements
- 7+ years in B2B SaaS or data-driven customer success roles
- 3+ years of senior leadership experience
- Demonstrated ability to own and deliver on key outcomes: retention, expansion, CS-driven revenue
- Proven experience scaling CS teams, systems, and results in fast-growing companies
- Strong strategic thinking, paired with execution discipline and operational follow-through
- Comfortable managing complexity, navigating change, and leading through ambiguity
- Excellent communication and leadership skills, with a clear executive presence
- Experience working cross-functionally with Product, Sales, and Finance
- Bonus: experience supporting GTM for new verticals or client segments
- Spanish a plus
