Clipbook

Head of Customer Success

Clipbook

part-time

Posted on:

Location Type: Remote

Location: California • District of Columbia • United States

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Job Level

Lead

About the role

  • Improve the customer journey — onboarding, QBRs, renewal workflows, and retention processes.
  • Run weekly 1-on-1s with CSMs to level up their skills, navigate stuck accounts, and drive performance against targets.
  • Own the NRR and gross retention strategy; identify churn risks and build frameworks for the team to mitigate them.
  • Audit current tools and implement our first CS platform to move from spreadsheets to data-driven health scores.
  • Identify expansion opportunities within existing accounts and equip the team to execute.

Requirements

  • 8+ years in B2B SaaS Customer Success with 2+ years leading a CS team.
  • Hands-on experience with CS platforms such as Vitally, ChurnZero, or Gainsight.
  • Builder mindset — you enjoy standing up systems, playbooks, and processes from scratch.
  • Coach over player — a track record of mentoring CSMs to high performance rather than managing accounts yourself.
  • Metric-obsessed — expert at NRR, churn forecasting, and expansion math.
  • Strong communicator — able to engage executive stakeholders and translate data into action.
  • Familiarity with public relations, media, communications, government affairs, or public affairs.
  • Candidates based in or within commuting distance of Washington D.C., New York City, or San Francisco are preferred.
Benefits
  • A remote, flexible, part-time engagement with a growing startup.
  • A smart, hard-working, and resourceful team.
  • A rapidly growing company with commercial rigor at its core.
Applicant Tracking System Keywords

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

Hard Skills & Tools
B2B SaaScustomer successchurn forecastingexpansion mathdata-driven health scoresretention processesonboardingQBRsgross retention strategychurn risk mitigation
Soft Skills
coachingmentoringcommunicationleadershipproblem-solvingstrategic thinkingperformance managementteam buildingstakeholder engagementbuilder mindset