Stealth Startup
We are seeking a seasoned and strategic Head of Customer Success to lead our elite Corporate Brand Strategy team. This pivotal role is focused on managing and growing our most strategic enterprise clients. You will be the primary relationship owner and trusted advisor for C-level marketing executives at major corporations, ensuring they derive maximum value from the our platform.
You will lead a team responsible for the entire post-sale customer journey, from onboarding and adoption to renewal and expansion. Your leadership will directly impact our company's success by driving key SaaS metrics, including customer retention, Net Revenue Retention (NRR), and Net Promoter Score (NPS). The ideal candidate is a master of both digital marketing strategy and enterprise relationship management, with a proven ability to lead teams and deliver outstanding results.
Key Responsibilities
Executive Relationship Management:
Develop and nurture deep, long-lasting relationships with key stakeholders and executive sponsors (usually CMO, VP of Marketing, CEO) within our top corporate accounts, establishing yourself as an indispensable strategic partner. Strategic Guidance:
Serve as a subject matter expert on multi-location digital marketing. Proactively provide clients with data-driven insights, best practices, and innovative strategies to help them achieve their overarching marketing goals. Team Leadership & Development:
Lead, mentor, and scale a high-performing Corporate Customer Success team. Foster a culture of accountability, strategic thinking, and customer-centricity that is focused on delivering tangible business outcomes. Performance & Metrics Ownership:
Own the full post-sale lifecycle for the corporate client segment, with direct responsibility for achieving and exceeding targets for Gross and Net Revenue Retention (NRR), client satisfaction (NPS), and product adoption. Business Reviews & Value Realization:
Orchestrate and lead executive business reviews (EBRs), effectively communicating the value delivered and aligning on future strategic initiatives to ensure a strong, ongoing partnership. Voice of the Customer:
Act as the internal advocate for our corporate clients, collaborating closely with Sales, Product, and Marketing teams to translate customer feedback into product enhancements and service improvements. Domestic Travel:
Travel domestically (approximately 20-25%) to meet with key clients for strategic planning sessions, executive reviews, and relationship building. Qualifications & Who You Are
Experience:
12+ years of progressive experience in Customer Success, Strategic Account Management, or a related client-facing role within a B2B SaaS environment, preferably in MarTech or AdTech. At least 8+ years in a leadership capacity, managing a team of CSMs or Account Managers. Digital Marketing Acumen:
Deep, demonstrable expertise in the digital marketing ecosystem, including paid search (SEM), paid social, display advertising, and local marketing strategies. You can confidently "talk shop" with senior marketing leaders. Enterprise Savvy:
Proven track record of managing and growing a portfolio of large, complex enterprise accounts. Experience working with multi-location businesses, franchise models, or channel partners is a significant plus. Strategic & Analytical:
A strategic thinker who can analyze data, identify trends, and translate them into actionable recommendations for clients. Executive Presence:
Exceptional communication, presentation, and interpersonal skills with the ability to confidently engage, influence, and build credibility with C-level executives. A "Go-Getter":
A proactive, results-oriented leader with a strong sense of ownership, a bias for action, and the ability to navigate ambiguity and complex challenges. Location:
Must be based in the New York Metropolitan area. What We Offer
Competitive Compensation Package: Competitive Base Salary : $150,000 - $250,000 (can be increased for the right candidate) Performance
(retention and upsell) based bonus with an upside of over $20,000 - $60,000. Comprehensive Benefits:
Including health, dental, and vision insurance, 401(k) plan, and generous paid time off. Impactful Work:
A key leadership role with high visibility and the opportunity to directly influence the success of our most important clients and the growth of our company.
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Executive Relationship Management:
Develop and nurture deep, long-lasting relationships with key stakeholders and executive sponsors (usually CMO, VP of Marketing, CEO) within our top corporate accounts, establishing yourself as an indispensable strategic partner. Strategic Guidance:
Serve as a subject matter expert on multi-location digital marketing. Proactively provide clients with data-driven insights, best practices, and innovative strategies to help them achieve their overarching marketing goals. Team Leadership & Development:
Lead, mentor, and scale a high-performing Corporate Customer Success team. Foster a culture of accountability, strategic thinking, and customer-centricity that is focused on delivering tangible business outcomes. Performance & Metrics Ownership:
Own the full post-sale lifecycle for the corporate client segment, with direct responsibility for achieving and exceeding targets for Gross and Net Revenue Retention (NRR), client satisfaction (NPS), and product adoption. Business Reviews & Value Realization:
Orchestrate and lead executive business reviews (EBRs), effectively communicating the value delivered and aligning on future strategic initiatives to ensure a strong, ongoing partnership. Voice of the Customer:
Act as the internal advocate for our corporate clients, collaborating closely with Sales, Product, and Marketing teams to translate customer feedback into product enhancements and service improvements. Domestic Travel:
Travel domestically (approximately 20-25%) to meet with key clients for strategic planning sessions, executive reviews, and relationship building. Qualifications & Who You Are
Experience:
12+ years of progressive experience in Customer Success, Strategic Account Management, or a related client-facing role within a B2B SaaS environment, preferably in MarTech or AdTech. At least 8+ years in a leadership capacity, managing a team of CSMs or Account Managers. Digital Marketing Acumen:
Deep, demonstrable expertise in the digital marketing ecosystem, including paid search (SEM), paid social, display advertising, and local marketing strategies. You can confidently "talk shop" with senior marketing leaders. Enterprise Savvy:
Proven track record of managing and growing a portfolio of large, complex enterprise accounts. Experience working with multi-location businesses, franchise models, or channel partners is a significant plus. Strategic & Analytical:
A strategic thinker who can analyze data, identify trends, and translate them into actionable recommendations for clients. Executive Presence:
Exceptional communication, presentation, and interpersonal skills with the ability to confidently engage, influence, and build credibility with C-level executives. A "Go-Getter":
A proactive, results-oriented leader with a strong sense of ownership, a bias for action, and the ability to navigate ambiguity and complex challenges. Location:
Must be based in the New York Metropolitan area. What We Offer
Competitive Compensation Package: Competitive Base Salary : $150,000 - $250,000 (can be increased for the right candidate) Performance
(retention and upsell) based bonus with an upside of over $20,000 - $60,000. Comprehensive Benefits:
Including health, dental, and vision insurance, 401(k) plan, and generous paid time off. Impactful Work:
A key leadership role with high visibility and the opportunity to directly influence the success of our most important clients and the growth of our company.
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