Head of Customer Success

Socket; San Francisco (CA); Remote; USD 180.000 - 300.000; Vollzeit

Benefits dieser Stelle

Market competitive salary bands

Meaningful equity program

Comprehensive health benefits for you/

Flexible time-off, holidays, and冬休み

Paid parental leave

Remote-first, with quarterly team off‑

Remote-first, with quarterly team off‑

Zusammenfassung

Socket is seeking a Head of Customer Success to lead our global customer-facing teams and shape adoption, retention, and expansion strategies for our platform.

You'll build leaders, design scalable programs, and partner with Product, Engineering, and Sales to maximize customer value and drive renewal success in a fast-growing SaaS environment.

We welcome experienced leaders who thrive in a remote-first setting and enjoy building high-performing teams across regions.

Qualifikationen

• 12+ years in Customer Success or related functions, including 5+ years in senior leadership.
• Proven experience building and scaling technical, customer-facing orgs within B2B SaaS.
• Track record developing leaders, building high-performing teams, and ownership culture.
• Success in improving adoption, retention, and measurable business outcomes.
• Strong commercial judgment and partnering with Sales on renewals and expansion.
• Data-driven approach to understanding customer health and performance.

Aufgaben

• Build and lead exceptional teams across Technical Account Management and Customer Success.
• Own the customer journey from evaluation through onboarding, adoption, and engagement.
• Drive outcomes with scalable programs that accelerate time-to-value and retention.
• Partner with Sales on renewals and expansion, identifying customer risks early.
• Translate customer feedback into meaningful product and process improvements.
• Establish processes and metrics to scale growth and drive accountability.

Kenntnisse

Customer Success leadership

B2B SaaS

Technical account management

Renewals & expansion

Data-driven decisions

Executive presence

Cross-functional collaboration

Jobbeschreibung

About Us

Socket helps devs and security teams ship faster by cutting out security busywork. Thousands of orgs use Socket to safely find, audit, and manage open source code. Our customers - from Anthropic to xAI, and Figma to Vercel - love Socket (just check out their tweets to see for yourself!)

Founded by Feross Aboukhadijeh, a long-time open source maintainer with software downloaded over a billion times a month, Socket has raised $125M in funding from top angels, operators, and security leaders.

About the Role

As Head of Customer Success at Socket, you'll lead the teams responsible for helping customers evaluate, adopt, and realize lasting value from our platform. You’ll develop strong leaders, create a standout customer experience, and help scale our trusted platform for global software teams.

You will architect and build-out technical account management, and customer success; building strong functional leadership and a scalable, continuous customer experience. This is an opportunity to shape how we retain and grow customers during a pivotal stage of Socket’s journey.

What You’ll Do

• Build and lead exceptional teams. Hire, coach, and develop high-performing leaders across Technical Account Management and Customer Success. Establish clear ownership, accountability, and a culture of continuous improvement.

• Own the customer journey. Create a seamless, connected experience from technical evaluation through onboarding, adoption, and ongoing customer engagement.

• Drive customer outcomes. Build scalable programs that accelerate time-to-value, deepen product engagement, and strengthen retention.

• Partner on revenue growth. Collaborate with Sales to proactively identify customer risks, strengthen renewal strategies, and uncover expansion opportunities.

• Champion the voice of the customer. Partner with Product, Engineering, and Support to translate customer feedback into meaningful improvements.

• Scale with intention. Establish the processes, metrics, and operating rhythms needed to support growth. Use customer health, adoption, retention, and team performance data to inform priorities and drive accountability.
  

What You’ll Bring

You bring:

• 12+ years of experience in Customer Success, Account Management, or related customer-facing functions, including 5+ years in senior leadership.

• Proven experience building and scaling technical, customer-facing organizations within B2B SaaS.

• A track record of developing strong leaders, building high-performing teams, and creating a culture of ownership and accountability.

• Demonstrated success improving customer adoption, retention, and measurable business outcomes.

• Strong commercial judgment and experience partnering with Sales on renewals, customer risk, and expansion opportunities.

• A data-driven approach to understanding customer health, measuring performance, and making strategic decisions.

• Executive presence, sound judgment, and the ability to influence stakeholders and navigate competing priorities across functions.

Bonus points for:

• Experience in developer tools, application security, software supply-chain security, or DevSecOps.

• Experience leading multiple customer-facing functions, including pre-sales and post-sales.

• Experience managing distributed teams across customer segments or regions.

Hiring is a big decision on both sides. Read more about our Hiring Philosophy and how we approach the process at Socket.

Benefits: Our benefits are crafted to support you and your family, so you can take care of what matters most and thrive in and outside of work. We offer:

• Market competitive salary bands

• Meaningful equity program

• Comprehensive health benefits for you and your family (99% coverage)

• Flexible time-off, holidays, and winter shutdown to rest & recharge

• Paid parental leave

• Remote-first, with quarterly team off-sites

At Socket, we

1. Pursue Excellence: We set ourselves apart by consistently delivering work of exceptional quality and distinction.

2. Move with urgency and focus: We prioritize swift, decisive action.

3. Think rigorously: We care about being right and it often takes reasoning from first principles to get there. We value alternative perspectives and have constructive discussions.

4. Trust and amplify: We overtrust, always assume good intent, and give specific feedback to help each other improve.

5. Feel a strong sense of ownership: We wear many hats and feel a strong sense of overall ownership of the company and we're non-territorial regarding our nominal domains.

6. Are customer obsessed: We relentlessly prioritize the needs of our customers, striving to exceed their expectations and delight them at every interaction.