Front

Head of Customer Success

Front

full-time

Posted on:

Origin:  • 🇺🇸 United States • Illinois

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Salary

💰 $300,000 - $400,000 per year

Job Level

Lead

Tech Stack

Maven

About the role

  • Lead & Scale: Lead, mentor, and scale a global Customer Success organization, fostering a culture of high performance, collaboration, and continuous learning and professional growth.
  • Drive Revenue Retention: Own the strategy and execution for our renewal business, with the primary goal of achieving world-class gross and net revenue retention rates across our ~$100M customer base.
  • Architect the Customer Journey: Design and continuously improve the entire customer lifecycle, from onboarding and adoption to value realization and advocacy, ensuring a seamless and valuable experience for all segments.
  • Fuel Expansion: Collaborate closely with the sales, solutions engineering, and EPD teams to identify and support expansion opportunities (add-ons, upsells), contributing directly to revenue growth.
  • Operational Excellence: Build and refine the operational foundation of the CS organization. Develop scalable processes, playbooks, and systems to drive efficiency and effectiveness as the company grows.
  • Be the Voice of the Customer: Serve as the ultimate advocate for our customers internally. Partner with Product, Engineering, Marketing, and Sales to translate customer feedback into actionable insights that drive product innovation and a better customer experience.
  • Measure Success: Define, track, and report on key performance indicators (KPIs) for the Customer Success team, including NRR, Gross Renewal Rate, CSAT, NPS, and product adoption metrics.

Requirements

  • Proven Leadership: 7-10+ years of experience in Customer Success, Account Management, or a related field within a B2B SaaS environment. Experience in the mid-market space is ideal.
  • Scaled Teams: A minimum of 3-5 years in a senior leadership role, with a demonstrated track record of managing and scaling global or multi-regional teams, including managing other managers.
  • Operational Master: Strong operational background with proven success in building processes, developing playbooks, and leveraging technology (e.g., Salesforce, GONG) to create a scalable and efficient CS function.
  • Commercial Acumen: Deep experience managing a significant book of business (e.g., $50M+ ARR) with a strong command of SaaS metrics and a history of consistently meeting and exceeding renewal and expansion targets.
  • Cross-Functional Collaborator: Exceptional ability to build strong relationships and collaborate effectively across all internal teams, from the C-suite to individual contributors.
  • Customer Empathy: A genuine passion for understanding customer needs, solving their problems, and driving their success.
  • Strategic Thinker: A data-driven leader who can operate at both a strategic and tactical level, with the ability to set a vision and execute on it flawlessly.