Chief Customer Success & Support

DigitalXNode; San Francisco (CA); On-site; USD 180,000 - 260,000; Full time

Job summary

DigitalXNode is seeking an experienced Head of Customer Success & Support to build and scale our customer-facing operations. You will own the post-sales experience, define scalable programs, and align CS with Product, Engineering, Sales, Marketing, and Operations.

You will design customer lifecycle programs, establish service standards, and drive NRR growth and expansion across the portfolio, while fostering a culture of customer advocacy and operational excellence.

Qualifications

• 10+ years in Customer Success, Support, or related leadership roles.
• Experience building and scaling customer-facing teams in SaaS/tech.
• Proven ability to lead cross-functional initiatives and influence across org.

Responsibilities

• Define and implement a comprehensive CS & Support strategy.
• Design scalable customer engagement and lifecycle programs.
• Own retention, renewal, and expansion initiatives.
• Lead data-driven improvements to health scores and churn prevention.
• Build scalable processes, automation, and knowledge management.

Skills

Leadership

Strategy development

Customer success management

SaaS/Technology experience

Data-driven decision making

Cross-functional collaboration

Operational excellence

Change management

Education

Bachelor's degree

MBA (preferred)

Tools

CRM platforms

Knowledge management systems

Support systems

Job description

DigitalXNode is seeking an experienced Head of Customer Success & Support to build and scale our customer-facing operations. You will own the post-sales experience, define scalable programs, and align CS with Product, Engineering, Sales, Marketing, and Operations.

You will design customer lifecycle programs, establish service standards, and drive NRR growth and expansion across the portfolio, while fostering a culture of customer advocacy and operational excellence.