Head of Customer Success

The Company is seeking a Head of Customer Success to join their dynamic team. This role is pivotal in driving the strategic vision for the customer success department, building and scaling processes, and managing customer accounts. The successful candidate will be a player/coach, with a hands-on approach to owning customer deliverables and timelines, keeping the team organized and accountable, and setting the standard for responsiveness. They will also be responsible for building for scale, improving existing tools and processes, and being the senior customer voice, particularly with CHROs, people leaders, and IT stakeholders. Applicants for the Head of Customer Success role at the company should have a minimum of 10 years' experience in B2B SaaS customer success, account management, or customer-facing delivery roles, with a strong background in early-stage startups. The role requires a candidate with strong project and program management skills, experience in leading a customer success team, and a proven track record of managing a portfolio of enterprise customers. The ideal candidate will be highly organized, detail-oriented, and have excellent communication skills. Comfort with data, experience in defining metrics, and a background in improving and scaling processes in a fast-moving environment are also essential. Preferred qualifications include experience with tools such as HubSpot, Linear, and Notion.