Head of Customer Success

S

Serv Recruitment Agency

Head of Customer Success

Remote,
Full Time
Paid
  • Responsibilities

    Join the Team

    Serv Recruitment agency is hiring a Head of Customer Success on behalf of our client.

    Position Overview

    We are hiring a Customer Success Lead to own the entire post-sale customer lifecycle, from onboarding through renewal and expansion.

    The immediate priority is to reduce time-to-value, improve retention, and build scalable systems that support long-term growth.

    Position Responsibilities

    You will transform customer success from a relationship-driven function into a scalable, process-driven system.

    Responsibilities include:

    • Design and implement a structured onboarding process
    • Reduce time-to-first-value for new customers
    • Build customer health scoring systems and tracking
    • Own renewals and reduce churn through proactive engagement
    • Identify expansion opportunities within existing accounts
    • Create and document scalable CS playbooks
    • Build feedback loops between customers and product teams

    Qualifications

    • 5+ years of experience in customer success in B2B SaaS
    • Proven experience building CS processes and systems
    • Experience working in a high-growth startup environment
    • Experience managing onboarding, retention, and expansion
    • Strong analytical and operational mindset
    • Comfortable working directly with customers in high-trust environments

    About You

    You are both a builder and a relationship owner. You understand that strong systems drive strong customer outcomes.

    The perfect fit for our team is…

    • A systems-first thinker who solves churn at the root
    • Comfortable balancing data analysis with customer interaction
    • Highly organized and process-driven
    • Direct and confident communicator
    • Proactive and accountable
    • Thrives in environments with minimal structure

    **
    The Hiring Process**

    We take our hiring process seriously and evaluate candidates based on both capability and culture fit. Our goal is to ensure you step into a role where you feel genuinely excited and fulfilled. That's important for you, and it's equally important for us. Below is a snapshot of what you can expect throughout our hiring process. Please note that steps may vary slightly depending on the position.

    Step One: Video interview with a recruiter

    Step Two: Short Take Home Assignment

    Step Three: Video interview with your direct supervisor

    Step Four: Cultural interview

    Compensation: $140,000 – $160,000 base + equity

    Location: Dallas, Texas