Abacum

Head of Customer Success

Abacum

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $200,000 - $240,000 per year

Job Level

Lead

About the role

  • Lead, coach, and develop a team of CSMs and Technical CSMs, creating clear expectations, career paths, and performance standards.
  • Hire and retain “A-players” while keeping attrition low through strong culture, enablement, and management practices.
  • Build and continuously improve CS playbooks, processes, and tooling to scale impact as Abacum grows.
  • Own performance against churn, renewal, contract extensions, and upsell/cross-sell targets.
  • Establish forecasting, risk mitigation, and escalation processes to drive predictable renewals and expansion.
  • Guide your team to create and execute tailored success plans per customer segment/tier, including adoption milestones and commercial outcomes.
  • Ensure customers reach the outcomes defined during sales and onboarding; partner with FP&A Ops (Implementation team) to deliver smooth, accountable handoffs and onboarding success.
  • Develop and monitor customer health, product usage, and adoption KPIs (including QBR cadence, success plan completion, engagement metrics, and time-to-value).
  • Implement a process to prioritize, track, and manage customer requests and feedback loops.
  • Partner with Product and Engineering to surface insights, prioritize issues, and influence roadmap decisions based on customer impact.
  • Maintain and evolve internal and external knowledge bases (help center, enablement assets, internal playbooks) to support customers and internal teams.
  • Collaborate with Sales and Marketing on key account planning and advocacy (e.g., reviews, references, case studies).
  • Take ownership of a portfolio of Abacum’s most strategic clients, acting as executive sponsor and escalation point.
  • Build trusted relationships with senior finance stakeholders and drive measurable value realization.

Requirements

  • Full professional proficiency in English (written and spoken).
  • 7+ years in Customer Success / Account Management / Post-Sales leadership in a B2B SaaS environment (high-growth preferred).
  • 3+ years leading and developing CS teams, including performance management and coaching.
  • Proven experience owning outcomes across renewals, churn reduction, and expansion.
  • Strong operational mindset: building playbooks, processes, tooling, KPIs, forecasting, and reporting.
  • Experience building trusted relationships with senior stakeholders (Finance leadership strongly preferred).
  • Excellent communication and executive presence (written and verbal), plus strong organizational skills.
  • A “high agency” mentality: hands-on leader who drives execution and raises the bar.
Benefits
  • Competitive compensation including equity package
  • Competitive vacation policy
  • Access to Meditopia
  • Hybrid working model and flexible working hours
  • Personal development including language courses
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementPost-Sales leadershipB2B SaaSperformance managementcoachingKPI developmentforecastingreportingchurn reduction
Soft Skills
communicationexecutive presenceorganizational skillsrelationship buildingleadershipteam developmentoperational mindsethigh agency mentalitycollaborationproblem-solving