Head of Customer Success

Ludus; Michigan; Hybride; USD 130 000 - 150 000; Plein temps

Avantages offerts par ce poste

Health Insurance

401k Matching

Profit Sharing

Personal Wellness

Experience Credit

Flexible PTO

Sick Days

Résumé du poste

Ludus, a Michigan-based SaaS company, is seeking a Head of Customer Success. You will own the customer success strategy, collaborate with Account Management, Onboarding, and Support, and drive adoption with Product and Sales.

This hands-on leadership role requires guiding managers, owning escalations, and delivering measurable improvements in retention and growth. You will partner with teams to implement scalable playbooks, track customer health, and ensure a high standard of service while

Qualifications

• SaaS leadership experience leading customer-facing teams through growth.
• Experience across Account Management, Onboarding, and Customer Support.
• Hands-on leadership, coaching managers, joining calls, handling escalations.
• Ability to scale with scalable processes and playbooks.
• Strong customer and business judgment balancing needs and priorities.
• Data-driven decision making and linking activity to outcomes.
• Clear communication, setting expectations and follow-through.
• Cross-team collaboration with Product and Sales to drive priorities.
• Adaptability and initiative in a fast-growing environment.
• Experience serving customers with varying levels of complexity.

Responsabilités

• Own customer success execution and deliverables to improve retention, adoption, and account growth.
• Lead and support team managers to establish ownership, expectations, and handoffs.
• Build scalable processes, templates, and reporting across teams; identify gaps and automate where possible.
• Improve account coverage, outreach, and product adoption with Account Management.
• Improve onboarding by defining milestones and handoffs to ensure successful use of the product.
• Oversee service quality and staffing with the Support Manager through seasonal changes.
• Manage complex escalations and coordinate cross-functional teams to resolution.
• Monitor customer health, churn reasons, and risk signals to improve outcomes.
• Shape customer education and enablement with Product and Sales for launches.
• Turn customer feedback into action and coordinate with Sales on expansion ownership.
• Plan for growth with staffing and capacity while maintaining relationships.

Connaissances

SaaS leadership

Customer functions

Hands-on leadership

Process & scale

Customer/business judgment

Data-driven decisions

Clear communication

Cross-team collaboration

adaptability

Serving diverse customers

Description du poste

We’re looking for a Head of Customer Success with experience leading SaaS teams through significant growth. You’ll own our customer success strategy and work hands‑on with Account Management, Onboarding, and Customer Support to help customers get more value from Ludus while maintaining the service and relationships we’re known for.

Ludus is a SaaS company that builds digital tools trusted by thousands of organizations of all sizes to power their event ticketing, marketing, fundraising, retail and registration needs.

In this role, you’ll own customer success strategy and partner with the managers leading Account Management, Onboarding, and Support to turn priorities into clear plans, effective processes, and measurable results. You’ll also work closely with Product and Sales on customer feedback, handoffs, education, and product adoption.

This is a hands‑on role. When a complex situation gets escalated, you take ownership and help the team move it forward.

If you have experience scaling customer‑facing SaaS teams and want to stay close to both the work and the customers, we want to hear from you.

At Ludus, our mission is to bring people together through shared experiences. It’s a big goal that allows for limitless expansion to make a difference in the world.

We get shit done, move fast, and are constantly learning and adapting. We embrace low process and high trust to navigate change and figure out what works.

We believe success is never final and when you think it is, that is when you fail. For us, success is a sum of small efforts, including trial and error, so we move at an unrelenting weekly pace.

In order to grow as a company and individually, discomfort is necessary so we can continue exploring new ideas and push ourselves to build quality tools to offer the best solutions for our customers.

If you prefer a hand‑holding environment where everything is black and white, that’s not us. If you’re a self‑starter and can thrive in controlled chaos, Ludus is the place for you — it’s time to find your role

What You’ll Be Doing

• Own customer success execution. Turn business priorities into deliverables that improve retention, adoption, account growth, and the customer experience.
• Lead and support team managers. Work closely with the managers responsible for Account Management, Onboarding, and Support to establish clear ownership, expectations, handoffs, and accountability.
• Build processes that scale. Work with team managers to build consistent playbooks, templates, reporting, and follow‑up across teams. Identify gaps, simplify work, and introduce automation where it improves the experience for customers and employees.
• Strengthen account coverage and growth. Partner with Account Management to improve outreach, identify customer risk, increase product adoption, and connect team activity to customer and business outcomes.
• Improve onboarding. Partner with team managers to set milestones, completion criteria, and handoffs so customers move from signup to successful use. Address delays and adapt the approach to different customer needs.
• Maintain a high standard of support. Partner with the Support Manager on service quality, responsiveness, accuracy, staffing, and coverage through seasonal changes in demand.
• Own complex customer escalations. Make timely decisions, coordinate the right people, and see issues through to resolution. Bring recommendations to company leadership when broader business decisions are needed.
• Improve retention. Establish consistent tracking and review of customer health, churn reasons, and risk signals. Coordinate action across teams and measure whether it improves customer outcomes.
• Shape customer education and team enablement. Partner with team leaders and Product to prioritize training, webinars, resources, and launch readiness that address real knowledge and adoption gaps.
• Turn customer feedback into action. Share recurring issues and customer insights with Product, and coordinate with Sales on handoffs, expectations, and expansion ownership.
• Plan for continued growth. Work with managers on staffing, capacity, and coverage needs while maintaining the service and relationships customers count on.

Traits we're looking for

(In no certain order)

• SaaS Leadership Experience: You’ve led customer‑facing teams at a SaaS company through significant customer and team growth. You bring experience building what comes next.
• Experience Across Customer Functions: You understand Account Management, Onboarding, and Customer Support, including how they work together throughout the customer journey.
• Hands‑On Leadership: You’re comfortable coaching managers, joining customer calls, handling escalations, and doing the work needed to move things forward.
• Ability to Scale: You’ve built processes and customer programs that support growth while maintaining service quality and strong relationships.
• Customer and Business Judgment: You understand retention, adoption, account growth, and service operations, and can make decisions that balance customer needs with business priorities.
• Data-Driven Decision Making: You use data to identify problems, prioritize action, and evaluate results. You connect team activity to outcomes.
• Clear Communication and Follow-Through: You set clear expectations, make decisions, communicate progress, and ensure work gets completed.
• Cross‑Team Collaboration: You build trust with managers and partners across Product and Sales, and can move shared priorities forward without relying on direct authority.
• Adaptability and Initiative: You’re comfortable with change, can prioritize competing needs, and take ownership in a fast‑growing environment.
• Experience Serving Different Customer Needs: You can support a large customer base with varying levels of complexity while knowing when a more personal approach is needed.

BONUS Qualifications

• Experience with performing arts, nonprofit, ticketing, fundraising, or event software.

Perks

• Health Insurance (Medical, Vision, Dental) — Provided by Blue Cross Blue Shields and Guardian. Ludus covers 90% of the premium of our employees and 50% of all dependents.
• 401(k) matching — Full match on the first 5% contribution and 50% match on the next 5% of contribution (7.5% contribution match by Ludus if you contribute 10%).
• Profit Sharing and Stock Options — We believe in sharing our success and offer annual profit‑sharing bonuses during profitable years, along with stock options that give employees a stake in our long‑term growth and success.
• Personal Wellness — $50 monthly reimbursement that can be used on anything personal wellness related.
• Experience Credit — $100 yearly reimbursement toward concert tickets, theatre tickets, etc. to encourage shared experiences.
• Flexible PTO — Take the time you need for vacation or personal days - simply work with your team to ensure everything runs smooth while you are away.
• Sick Days — If you're under the weather, we expect you to take the time needed to recover within reason.

Role Details

• Department: Customer Success
• Location: Hybrid, Ada, MI (Grand Rapids / West Michigan area). A minimum of three days per week in the office: Monday, Wednesday, and third day based on schedule and team needs.
• Schedule: Monday–Friday, 9am–5pm.
• Compensation: $130,000–$150,000 annually.