Chief Customer Success Architect for Scale & Retention

Siteline Technologies, Inc; San Francisco (CA); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Siteline Technologies, Inc. seeks a Head of Customer Success to shape strategy and build scalable processes. You will lead the post-sale lifecycle, from onboarding to renewal, and drive customer value across a distributed US-based customer base.

As a foundational leader, you will own CS strategy, tooling, and performance metrics, partnering with Marketing, Sales, Product, and Engineering to ensure customers realize maximum value and expansion opportunities.

Qualifications

• 6+ years in customer success with 4+ years leading customer-facing teams in SaaS.
• Experience building and scaling CS operations with emphasis on accountability and delivering value.
• Strong operations leader with process and product sense.

Responsibilities

• Manage a team of 4 Customer Success Managers, guiding relationships, adoption and retention.
• Oversee support and account administration functions via overseas contractors, ensuring quality and responsiveness.
• Own the post-sale lifecycle: onboarding, adoption, support, tickets, and renewals.
• Lead upsell and expansion to drive adoption of new products within existing customers.
• Develop strategy, process improvements, and tooling for growth and efficiency.
• Develop and measure key metrics (Net Dollar Retention, time to first value, adoption goals) and report to leadership.
• Collaborate with Marketing, Sales, Product, and Engineering to represent the voice of the customer in decisions.

Skills

People leadership

CS strategy

Operations management

Process improvement

Data analysis

Communication

Tools

Intercom

Salesforce

Notion

Job description

Siteline Technologies, Inc. seeks a Head of Customer Success to shape strategy and build scalable processes. You will lead the post-sale lifecycle, from onboarding to renewal, and drive customer value across a distributed US-based customer base.

As a foundational leader, you will own CS strategy, tooling, and performance metrics, partnering with Marketing, Sales, Product, and Engineering to ensure customers realize maximum value and expansion opportunities.