Head of Customer Success

Connect Search, LLC; United States; Remote; USD 140,000 - 170,000; Full time

Job summary

Connect Search, LLC is seeking a hands-on Head of Customer Success to rebuild and scale the CS function, with retention as the top priority. Fully remote (US) position offering $140K–$170K base plus strong KPI-based bonus.

You will lead CS and Refunds teams, manage high-value accounts, and partner with Sales, Product, and Marketing to reduce cancellations and grow revenue. This is a build-it role focused on processes, people, and data.

Qualifications

• 6+ years leading customer success teams.
• Proven track record of improving retention and growing account revenue.
• Experience rebuilding or scaling a small CS team with hiring and performance management.
• Hands-on comfort with ticketing/CRM platforms.
• Strong analytical skills and data-driven mindset.
• Excellent negotiation, coaching, and leadership abilities.
• Independent judgment — this is a build-it role, not a maintain-it one.
• Pay-per-lead or no-contract subscription business exposure is a plus.

Responsibilities

• Lead, coach, and performance-manage the Customer Success and Refunds teams.
• Personally manage a portfolio of high-value accounts.
• Partner with Sales on retention and expansion strategy.
• Collaborate with Product and Marketing to identify root causes of cancellations.
• Build KPI benchmarks, daily performance tracking, and a results-based incentive structure.
• Forecast at-risk revenue and proactively address churn.
• Own and improve the CS ticketing/CRM tech stack.
• Use AI daily to support churn analysis and playbook development.

Skills

Leadership

Retention growth

CS scaling

CRM platforms

Analytics

Negotiation & coaching

Independent judgement

Pay-per-lead experience

Job description

Fully Remote (US) | $140K–$170K base + strong KPI based bonus

We're hiring a hands-on Head of Customer Success to rebuild and scale the CS function, with retention as the top priority.

What you'll do:

• Lead, coach, and performance-manage the Customer Success and Refunds teams
• Personally manage a portfolio of high-value accounts
• Partner with Sales on retention and expansion strategy
• Work with Product and Marketing to identify root causes of cancellations
• Build KPI benchmarks, daily performance tracking, and a results-based incentive structure
• Forecast at-risk revenue and get ahead of churnOwn and improve the CS ticketing/CRM tech stack
• Use AI daily to support churn analysis and playbook development

What you bring:

• 6+ years leading customer success
• A track record of improving retention and growing account revenue
• Experience personally rebuilding or scaling a small CS team — hiring, performance management, systems
• Hands-on comfort with ticketing/CRM platforms
• Strong analytical skills and comfort in the data
• Excellent negotiation, coaching, and leadership skills
• Independent judgment — this is a build-it role, not a maintain-it one
• Pay-per-lead or no-contract subscription business experience is a plus