Job Description

We’re looking for a Head of Customer Success with a tech savvy SaaS product focused background - you’ve configured various SaaS applications for customers. In this hands-on role, you will shape the foundation of the success department and thrive at the intersection of product, implementation, and customer success.

Responsibilities:

• Own the full post-sales customer journey, from onboarding to long-term adoption and growth.
• Work directly with customers to configure and implement our SaaS application.
• Translate business needs into technical configurations and workflows that maximize customer outcomes.
• Serve as the bridge between customers and product/engineering, bringing feedback and feature requests into the roadmap.
• Develop playbooks and best practices for onboarding, adoption, and expansion.
• Partner with Sales on renewals and expansions by driving measurable customer value.
• Build the foundations of a scalable CS organization (processes, tooling, reporting) as the company grows.
• Define customer journeys & health metrics: Create clear journeys for customers, build health scores, adoption KPIs, and dashboards aligned to company OKRs.
• Voice of the Customer: Run strategic business reviews, capture and translate customer feedback into product and GTM priorities, and build a library of success stories and case studies.
• Collaborate cross-functionally: Work closely with Product, Sales, and Marketing to ensure customers see value and to influence roadmap priorities with customer data.
• Hire & scale: As the function grows, help recruit, train, and mentor the first CS hires; create onboarding & enablement materials for the team.

Qualifications

• 6-9+ years of customer success experience in a B2B SaaS environment.
• Strong product background with experience configuring and implementing SaaS applications for customers such as Asana, Monday, NetSuite, or similar platforms.
• Proven experience hiring and scaling a CSM team.
• Proven track record of building or improving CS processes (onboarding, adoption, renewals).
• Strong experience working with cross functional teams especially sales.
• Metrics driven with demonstrated results reducing churn and increasing adoption (data-driven approach).
• Strong experience with CRMs and CS tooling preferably HubSpot.
• Excellent communicator with ability to present confidently to technical and non technical audiences.
• Ownership mindset - you see problems and implement solutions quickly.
• Hands-on, execution-oriented - this is a doer role that requires building and implementing, not just strategy.
• Must be able to work in a fast-paced environment with the ability to prioritize, multitask, perform well under pressure, meet deadlines, and wear multiple hats.
• Excited to work in a startup environment; you have a track record of being adaptable to changing priorities in a fluid, high-growth environment.

Additional Information

About SaaS Talent

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Reach out to us at www.saas-talent.com to learn more about how we can help you .

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