Head of Customer Success

Aligned; United States; Remote; USD 170,000 - 200,000; Full time

Job summary

Aligned seeks a visionary 'Head of Customer Success' to drive growth in a dynamic remote environment. You'll oversee strategic customer relationships and optimize onboarding, ensuring retention and expansion. This role demands a combination of strategic thinking and hands-on management in a high-growth startup setting.

Benefits

Medical insurance

Qualifications

• Experience leading a customer success organization at a Series A/B startup.
• Comfortable managing a customer portfolio.
• Broad experience across SMB, mid-market, and enterprise segments.

Responsibilities

• Scale the team by recruiting and onboarding customer success managers.
• Manage strategic customer relationships for successful onboarding and engagement.
• Design customer success playbooks and processes.

Skills

Customer-Centric

Excellent Communication

Data-Informed

Hands-On Leadership

Job description

Get AI-powered advice on this job and more exclusive features.

This range is provided by Aligned. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$170,000.00/yr - $200,000.00/yr

Direct message the job poster from Aligned

Head of Customer Success (Remote, North America)

About Aligned:

Aligned is the buyer enablement platform that helps modern B2B revenue teams close deals and onboard customers faster by solving the real problem: buying complexity.

The biggest reason deals stall isn’t our products being hard to sell—but when we make them hard to buy. More stakeholders, longer sales cycles, and greater budget scrutiny mean buyers struggle to evaluate, gain internal buy-in, and get a deal approved.

Aligned removes these roadblocks by giving sellers and buyers a single shared space – one link with every decision resource, stakeholder, and next step in one place. With real-time signals, mutual action plans, and embedded deal playbooks, Aligned helps AEs drive deal momentum, reduce ghosting, and close with confidence – all while enabling their buyers to win.

About the role:

We’re looking for an experienced, strategic and hands-on Head of Customer Success to build and scale the CS function. In this role, you’ll own the post-sale experience, working directly with strategic customers while laying the foundation for a high-impact team. You’ll optimize our existing processes across customer onboarding, training and education programs, all while driving retention and expansion within our growing customer base.

You’ll be stepping into a high-potential environment: churn is low, and our NRR is already approaching 140%. Your work will directly impact how we sustain and scale that momentum.

This is a builder role: you'll lead by example, manage your own customer portfolio in the initial phases while you scale the team – hiring and coaching CSMs to help us reach the next milestone of $10M ARR and beyond. You will work closely with the CEO, founders, and other stakeholders to make bold, impactful decisions for our customer success function. If you love switching between big-picture strategy and fierce execution, keep reading.

What you’ll own:

• Scale the Team: Recruit, onboard, and lead a growing team of CSMs. Define hiring plans, career development paths and org structure as the function scales.
• Build the CS Function: Design and implement customer success playbooks and processes from kick-offs to renewals, and identify key milestones in the customer journey.
• Own Strategic Customer Relationships: Manage your own customer portfolio during the first 6 months, ensuring successful onboarding, ongoing engagement and long-term retention. Serve as an executive sponsor for key accounts, building trust with senior stakeholders and reinforcing our long-term partnership.
• Drive Value & Expansion: Work cross-functionally with sales, product and marketing to drive platform adoption, prove ROI and unlock expansion opportunities.
• Redesign Customer Programs: Launch scalable onboarding, education and training programs that help customers ramp quickly.
• Capacity Planning: Build models and frameworks to forecast hiring needs, workload allocation and resource prioritization across the CS team.
• Be the Voice of the Customer: Surface feedback to influence roadmap prioritization and strategic company decisions.

What we’re looking for:

• Proven CS Leadership: Experience leading a customer success org at a Series A/B stage startup. You’ve built before, hands-on, and know what great looks like when taking a company from early growth to scale.
• Hands-On Operator: Comfortable rolling up your sleeves in the early days to manage a customer portfolio .
• Broad Experience Across Customer Segments: Versatile in working with customers across segments, from SMB, to mid-market and enterprise. You know how to run both a high-volume account base, preferably in a PLG business, and what a true enterprise CS motion requires.
• Sales DNA: Bonus points if you have prior experience as a salesperson or a deep understanding of sales tech. You know how to speak the language of our users.
• Customer-Centric + Commercial: You can balance driving customer outcomes with retention and expansion goals. You understand how CS and revenue work together.
• Excellent Communicator: You can engage stakeholders from AEs to CROs. You’re clear, confident and comfortable navigating ambiguity.
• Builder’s Mindset: You bring structure to chaos, love creating repeatable processes and thrive in high-growth, fast-changing environments.
• Data-Informed: You know how to track what matters using data to inform decisions, track leading indicators of churn/retention and plan team capacity.

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Consulting, Sales, and Business Development

• Industries

  Software Development, Technology, Information and Media, and IT Services and IT Consulting

Referrals increase your chances of interviewing at Aligned by 2x

Inferred from the description for this job

Medical insurance

Get notified about new Head of Customer Success jobs in United States.

United States $130,000.00-$208,000.00 3 days ago

United States $125,000.00-$175,000.00 3 days ago

Regional Director, Customer Success - AMER West

Regional Director, Customer Success - AMER Central & East

Senior Director, Customer Success Manager - Remote

United States $130,000.00-$145,000.00 1 day ago

United States $125,000.00-$175,000.00 4 days ago

Director, Customer Success - Acute & Payer

United States $162,000.00-$180,000.00 4 days ago

United States $140,000.00-$180,000.00 2 days ago

United States $210,000.00-$250,000.00 17 hours ago

Washington, United States $120,000.00-$150,000.00 1 week ago

GlobalVetLink Director of Customer Success

Denver, CO $150,000.00-$160,000.00 4 months ago

United States $210,000.00-$250,000.00 2 weeks ago

Texas, United States $120,000.00-$150,000.00 1 week ago

Senior Director of Customer Success, Americas

New York, NY $210,000.00-$280,000.00 3 weeks ago

Regional Lead, Customer Success Director

United States $144,000.00-$216,000.00 2 weeks ago

United States $180,000.00-$200,000.00 6 days ago

Global Vice President, Customer Success (Remote - Eastern USA or Ontario, Canada)

Senior Director of Customer Success, Americas

United States $210,000.00-$280,000.00 17 hours ago

United States $173,000.00-$233,000.00 1 week ago

Philadelphia, PA $125,000.00-$150,000.00 3 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.