Head of Customer Success

True Talent Solutions Partners; Redwood City (CA); Hybrid; USD 150,000 - 176,000; Full time

Job summary

True Talent Solutions Partners is seeking a hands-on Head of Customer Success to build and lead the post-sales function for a seed-stage B2B SaaS company in California. You will own onboarding, renewals, expansion, and scalable CS processes in a lean, fast-moving environment.

You will drive AI-enabled support, establish playbooks, health scoring, and strong customer partnerships while forecasting future team needs as the company grows.

Qualifications

• 5+ years of hands-on Customer Success experience, ideally in early-stage B2B SaaS with lean teams.
• Experience as a founding Customer Success hire—building the function from scratch at a company with fewer than 50 employees.
• Direct ownership of renewals, retention, net and gross revenue retention, and expansion outcomes.
• Experience with technical products and enterprise customers, balancing commercial growth with customer advocacy.
• Experience building AI agents or automation for support workflows.
• Proficiency with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, plus data analysis and project management tools.
• Comfort working as an individual contributor in a scrappy, resource-constrained environment.

Responsibilities

• Own the customer journey, including onboarding, relationship management, business reviews, renewals, and account expansion.
• Manage support requests and drive resolution, including building AI agents to triage and automate repetitive workflows.
• Create Customer Success playbooks, onboarding processes, health scoring, and scalable operating practices from the ground up.
• Own retention and expansion outcomes while building trusted, consultative customer partnerships.
• Identify future team needs and help grow the function as the company scales.

Skills

Customer Success

Founding CS hire

Renewals & retention ownership

Enterprise & technical products

AI agents / automation for support

CRM platforms (Salesforce, HubSpot, G"

Data analysis & project management

Individual contributor in scrappy env

Tools

CRM tools

Job description

About the Role

Build and lead the post-sales function at a seed-stage technical B2B SaaS company. This hands-on, player-coach role owns enterprise customer relationships, retention, and growth while creating the processes and systems needed to scale Customer Success.

What You'll Do

• Own the customer journey, including onboarding, relationship management, business reviews, renewals, and account expansion.

• Manage support requests and drive resolution, including building AI agents to triage and automate repetitive workflows.

• Create Customer Success playbooks, onboarding processes, health scoring, and scalable operating practices from the ground up.

• Own retention and expansion outcomes while building trusted, consultative customer partnerships.

• Identify future team needs and help grow the function as the company scales.

What We're Looking For

• At least 5 years of hands-on Customer Success experience, ideally in early-stage B2B SaaS companies with lean teams.

• Experience as a founding Customer Success hire, building the function and its core processes from scratch at a company with fewer than 50 employees.

• Direct ownership of renewals, retention, net and gross revenue retention, and expansion outcomes.

• Experience with technical products and enterprise customers, balancing commercial growth with customer advocacy.

• Experience building AI agents or automation for support workflows.

• Proficiency with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, plus data analysis and project management tools.

• Comfort working as an individual contributor in a scrappy, resource-constrained environment.

Compensation & Benefits

Salary range: $150,000 to $176,000 annually. Visa sponsorship is not available.

Location

Hybrid, with three days per week in the Redwood City, California office.