Lead Customer Success and Customer Support as a single, integrated post-sales function
Own customer outcomes across retention, renewals, expansion, and support
Be accountable for GRR, NRR, and customer sentiment (NPS)
Lead and develop a high-performing team of Customer Success Managers and Support professionals
Ensure customers achieve measurable value with rapid time-to-value
Manage customer escalations and executive-level issues with sound judgment
Partner closely with Sales, Implementation, and Product to ensure seamless customer experience
Build scalable operating processes that reduce heroics and prevent surprise churn
Provide clear, reliable visibility into customer health, risk, and revenue outlook
Translate customer insight into actionable feedback for Product and Engineering

Requirements

8+ years of leadership and people manager experience in B2B SaaS Customer Success
Direct ownership of retention, renewals, or post-sale revenue outcomes
Strong judgment in customer escalations and executive communication
Proven ability to build scalable post-sales operating models
Calm, low-ego leadership style with high accountability
Bias toward clarity, ownership, and follow-through
Working knowledge our tech-stack including SFDC, Slack, Gong, Jira

Benefits

Competitive salary with equity opportunities
401(k) plan with company match
Incredible career growth potential within a fast-growing organization
Comprehensive health, dental, and vision insurance
Life insurance coverage
Teladoc access, HSA, and FSA options
Generous parental leave
100% remote work environment
Flexible, inclusive, and supportive company culture
Subsidized Wi-Fi, cell phone, and educational reimbursements
Technology package, including a MacBook Pro
Team-building events and friendly office competitions

Applicant Tracking System Keywords

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

Hard skills

customer success managementcustomer support managementretention strategiesrenewal strategiespost-sale revenue managementoperating model developmentcustomer health analysisrisk managementexecutive communicationcustomer sentiment analysis

Soft skills

leadershipteam developmentjudgmentaccountabilityclarityownershipfollow-throughcalm demeanorlow-ego leadershipproblem-solving