XILO
Head of Customer Success
Team:
Customer Success & Implementation
Reports to:
CEO
About XILO XILO is a fast-growing Vertical AI company transforming how insurance brokers, banks, and credit unions automate their operations. We provide a modern workflow automation platform that powers quoting, marketing, and sales for the insurance industry. Backed by
Altos Ventures ($10B+ AUM)
and other top-tier investors, XILO is entering a rapid scale phase post-Series A. Our mission is to set the standard for product and customer experience in the insurance industry.
We live by our values:
Fast, Accountability, Customer-Centric, Trust, and Standing Out (FACTS) , and we’re building a high-performing team that reflects them.
About the Role We’re looking for a
Head of Customer Success
to scale and mature our post-sales organization, spanning implementation, support, and account management. This leader’s first and most critical mission will be to
perfect our product delivery experience , ensuring implementations run with the precision, consistency, and polish of a
Michelin star restaurant service . Once delivery excellence is achieved, they will evolve the organization’s focus toward
high-efficiency post-live operations
and ultimately establish a
commercial success motion
that drives customer expansion and upsell.
The ideal candidate has
scaled
a customer success function within a
B2B vertical SaaS
company serving mid-market clients ($20k–$60k ACVs, 50+ new accounts per month). They thrive in fast-paced environments, are data-driven, and excel at balancing operational rigor with commercial instincts.
Key Responsibilities
Scale and operationalize
Customer Success, Implementation, and Support to handle growing mid-market volume efficiently.
Coach and develop
a team of 7–10 managers and ICs; foster a culture of accountability, learning, and performance.
Partner cross-functionally
with Sales, Product, and Partnerships to ensure seamless customer transitions and scalable implementations.
Optimize onboarding
by reducing time-to-live and increasing customer satisfaction (CSAT) and adoption metrics.
Build expansion motion
post-onboarding to identify upsell/cross-sell opportunities within existing accounts.
Implement data-driven operations
using Salesforce (or similar) to track retention, health scores, and churn signals.
Drive retention metrics:
achieve 90%+ gross and 120%+ net revenue retention.
Attract, hire, and retain
high-caliber CS and Implementation talent as the team scales.
Who You Are
8–12 years of
Customer Success or Post-Sales leadership
experience in
B2B SaaS , ideally
Vertical SaaS
or workflow automation products.
Experience
scaling
(not just building) a CS function during Series B–D growth.
Proven track record of improving post-implementation retention and expansion metrics.
Experience managing
technical, implementation-heavy
products that require customer configuration or integration.
Comfortable working across
partnership-driven implementations
with complex customer ecosystems.
Strong people leader with experience managing managers and teams of 7–10+ direct reports within orgs of 50+.
Skilled operator: able to run CS operations through data, systems, and scalable processes.
Commercially minded: understands how to align post-sales experience with upsell and revenue outcomes.
Hands‑on and player‑coach mentality; thrives in a high‑growth, dynamic environment.
Experience in Series B–D stage companies (not late‑stage or public).
Bonus Points For
Experience in
insurance technology
or other regulated vertical SaaS industries.
Experience working with
AI‑driven
or
workflow automation
products.
Why Join XILO
Be a
founding post-Series A leader
shaping how XILO scales customer success for the insurance industry.
Own retention and expansion outcomes that directly drive company growth.
Work alongside a visionary team and top-tier investors.
Competitive total rewards package with strong equity upside.
A culture that values
ownership, growth, and customer obsession .
#J-18808-Ljbffr
Customer Success & Implementation
Reports to:
CEO
About XILO XILO is a fast-growing Vertical AI company transforming how insurance brokers, banks, and credit unions automate their operations. We provide a modern workflow automation platform that powers quoting, marketing, and sales for the insurance industry. Backed by
Altos Ventures ($10B+ AUM)
and other top-tier investors, XILO is entering a rapid scale phase post-Series A. Our mission is to set the standard for product and customer experience in the insurance industry.
We live by our values:
Fast, Accountability, Customer-Centric, Trust, and Standing Out (FACTS) , and we’re building a high-performing team that reflects them.
About the Role We’re looking for a
Head of Customer Success
to scale and mature our post-sales organization, spanning implementation, support, and account management. This leader’s first and most critical mission will be to
perfect our product delivery experience , ensuring implementations run with the precision, consistency, and polish of a
Michelin star restaurant service . Once delivery excellence is achieved, they will evolve the organization’s focus toward
high-efficiency post-live operations
and ultimately establish a
commercial success motion
that drives customer expansion and upsell.
The ideal candidate has
scaled
a customer success function within a
B2B vertical SaaS
company serving mid-market clients ($20k–$60k ACVs, 50+ new accounts per month). They thrive in fast-paced environments, are data-driven, and excel at balancing operational rigor with commercial instincts.
Key Responsibilities
Scale and operationalize
Customer Success, Implementation, and Support to handle growing mid-market volume efficiently.
Coach and develop
a team of 7–10 managers and ICs; foster a culture of accountability, learning, and performance.
Partner cross-functionally
with Sales, Product, and Partnerships to ensure seamless customer transitions and scalable implementations.
Optimize onboarding
by reducing time-to-live and increasing customer satisfaction (CSAT) and adoption metrics.
Build expansion motion
post-onboarding to identify upsell/cross-sell opportunities within existing accounts.
Implement data-driven operations
using Salesforce (or similar) to track retention, health scores, and churn signals.
Drive retention metrics:
achieve 90%+ gross and 120%+ net revenue retention.
Attract, hire, and retain
high-caliber CS and Implementation talent as the team scales.
Who You Are
8–12 years of
Customer Success or Post-Sales leadership
experience in
B2B SaaS , ideally
Vertical SaaS
or workflow automation products.
Experience
scaling
(not just building) a CS function during Series B–D growth.
Proven track record of improving post-implementation retention and expansion metrics.
Experience managing
technical, implementation-heavy
products that require customer configuration or integration.
Comfortable working across
partnership-driven implementations
with complex customer ecosystems.
Strong people leader with experience managing managers and teams of 7–10+ direct reports within orgs of 50+.
Skilled operator: able to run CS operations through data, systems, and scalable processes.
Commercially minded: understands how to align post-sales experience with upsell and revenue outcomes.
Hands‑on and player‑coach mentality; thrives in a high‑growth, dynamic environment.
Experience in Series B–D stage companies (not late‑stage or public).
Bonus Points For
Experience in
insurance technology
or other regulated vertical SaaS industries.
Experience working with
AI‑driven
or
workflow automation
products.
Why Join XILO
Be a
founding post-Series A leader
shaping how XILO scales customer success for the insurance industry.
Own retention and expansion outcomes that directly drive company growth.
Work alongside a visionary team and top-tier investors.
Competitive total rewards package with strong equity upside.
A culture that values
ownership, growth, and customer obsession .
#J-18808-Ljbffr