ZipRecruiter
Head of Customer Success | $160K-$190K + Hybrid + Equity + Bonus | High Growth L
ZipRecruiter, San Francisco, California, United States, 94199
Overview
This is a hybrid role in the San Francisco Bay Area with 2-3 days in office. The role is for Head of Customer Success with a tech-savvy SaaS product background, initializing and leading the post-sales function at a fast-growing SaaS company focused on case and workflow management. The company offers a modern platform that is configurable, AI-driven, cloud-based, and capable of rapid live deployments. It serves SMB to enterprise customers across industries and plans global growth and expansion into new sectors. You will work closely with the founders and C-Suite and operate in a fast-paced, entrepreneurial environment with opportunities for growth and advancement. Responsibilities
Own the full post-sales customer journey, from onboarding to long-term adoption and growth. Work directly with customers to configure and implement the SaaS application. Translate business needs into technical configurations and workflows that maximize customer outcomes. 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 and health metrics: create journeys, health scores, adoption KPIs, and dashboards aligned to company OKRs. Voice of the Customer: run strategic business reviews, capture feedback, translate into product and GTM priorities, and build a library of success stories and case studies. Collaborate cross-functionally with Product, Sales, and Marketing to ensure value delivery and influence roadmap priorities with customer data. Hire and scale: recruit, train, and mentor the first CS hires; create onboarding and 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 (examples include Asana, Monday, NetSuite, or similar platforms). Proven experience hiring and scaling a CS 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 a proven ability to reduce churn and increase adoption. Strong experience with CRMs and CS tooling, preferably HubSpot. Excellent communicator with the ability to present to technical and non-technical audiences. Ownership mindset and hands-on, execution-oriented approach. Ability to thrive in a fast-paced environment, manage priorities, multitask, and meet deadlines. Adaptable to changing priorities in a high-growth startup environment. About SaaS Talent
SaaS Talent is a recruiting and growth partner with 20+ years of experience in SaaS and Hi-Tech. We work with over 100 companies to help scale and transform their business, including sales, marketing, and operations, and assist with hiring and growth initiatives. Reach out at www.saas-talent.com to learn more about how we can help. This description has been refined to remove boilerplate and ensure a clear presentation of responsibilities and qualifications.
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This is a hybrid role in the San Francisco Bay Area with 2-3 days in office. The role is for Head of Customer Success with a tech-savvy SaaS product background, initializing and leading the post-sales function at a fast-growing SaaS company focused on case and workflow management. The company offers a modern platform that is configurable, AI-driven, cloud-based, and capable of rapid live deployments. It serves SMB to enterprise customers across industries and plans global growth and expansion into new sectors. You will work closely with the founders and C-Suite and operate in a fast-paced, entrepreneurial environment with opportunities for growth and advancement. Responsibilities
Own the full post-sales customer journey, from onboarding to long-term adoption and growth. Work directly with customers to configure and implement the SaaS application. Translate business needs into technical configurations and workflows that maximize customer outcomes. 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 and health metrics: create journeys, health scores, adoption KPIs, and dashboards aligned to company OKRs. Voice of the Customer: run strategic business reviews, capture feedback, translate into product and GTM priorities, and build a library of success stories and case studies. Collaborate cross-functionally with Product, Sales, and Marketing to ensure value delivery and influence roadmap priorities with customer data. Hire and scale: recruit, train, and mentor the first CS hires; create onboarding and 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 (examples include Asana, Monday, NetSuite, or similar platforms). Proven experience hiring and scaling a CS 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 a proven ability to reduce churn and increase adoption. Strong experience with CRMs and CS tooling, preferably HubSpot. Excellent communicator with the ability to present to technical and non-technical audiences. Ownership mindset and hands-on, execution-oriented approach. Ability to thrive in a fast-paced environment, manage priorities, multitask, and meet deadlines. Adaptable to changing priorities in a high-growth startup environment. About SaaS Talent
SaaS Talent is a recruiting and growth partner with 20+ years of experience in SaaS and Hi-Tech. We work with over 100 companies to help scale and transform their business, including sales, marketing, and operations, and assist with hiring and growth initiatives. Reach out at www.saas-talent.com to learn more about how we can help. This description has been refined to remove boilerplate and ensure a clear presentation of responsibilities and qualifications.
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