Head of Customer Success

G2 Startup Advisors; United States; On-site; USD 180,000 - 320,000; Full time

Job summary

G2 Startup Advisors is seeking a Head of Customer Success for a high-growth B2B SaaS client. The role will lead Customer Success, Onboarding, Enablement, and Support to drive retention, expansion, and scalable operations.

The ideal candidate combines strategic leadership with hands-on execution, leveraging AI, automation, and data-driven processes to transform the customer journey. Collaboration with Sales, Product, Engineering, and Finance is essential.

Qualifications

• 8+ years of progressive leadership experience in Customer Success within B2B SaaS.
• Active track record in scaling post-sale teams and processes.
• Experience driving renewals, expansion, and churn reduction.
• Ability to design scalable customer engagement models and coverage.
• Strong analytical and strategic planning capabilities.

Responsibilities

• Own retention, renewals, expansion, and churn reduction strategies.
• Develop proactive health monitoring and risk mitigation programs.
• Establish scalable, tech-enabled customer engagement approaches.
• Lead and develop teams across CS, Onboarding, Enablement, and Support.
• Design coverage models balancing personalization with scalability.
• Partner with Sales, Product, Engineering, Marketing and Finance to align CS initiatives.
• Optimize onboarding and adoption programs to accelerate time to value.
• Develop scalable education and enablement programs for customers.
• Ensure a consistent, high-quality experience throughout the lifecycle.
• Identify opportunities to apply AI and automation to improve outcomes and efficiency.
• Build reporting frameworks and KPIs for customer health and value.
• Forecasts and risk assessment with executive leadership.
• Foster collaboration across functions to ensure smooth customer transitions and success.

Skills

Leadership

Customer Success

B2B SaaS

Cross-functional leadership

Analytics

Job description

Confidential Executive Search | High-Growth B2B SaaS Company

About the Company

Our client is a rapidly growing B2B SaaS technology company delivering innovative, AI-powered solutions that help businesses streamline operations and improve efficiency. With a strong customer base, significant growth opportunities, and a commitment to innovation, the company is entering an exciting phase of expansion.

The organization operates in a fast-paced, entrepreneurial environment where leaders have the opportunity to make a meaningful impact, shape strategy, and build scalable operations.

The Opportunity

We are seeking an accomplished Head of Customer Success to lead and elevate the company's post-sale customer experience, including Customer Success, Onboarding, Enablement, and Support.

This is a highly visible executive leadership opportunity for someone who thrives in high-growth environments and has a proven track record of improving customer retention, driving expansion, and building scalable customer success organizations.

The ideal candidate combines strategic leadership with a hands-on approach and brings a strong understanding of how AI, automation, and data-driven processes can transform the customer experience.

Key Responsibilities:

Customer Retention & Growth

• Own customer retention, renewals, expansion, and churn reduction strategies.
• Develop proactive customer health monitoring, risk mitigation, and retention programs.
• Establish scalable customer engagement strategies that strengthen long-term relationships and maximize customer lifetime value.

Customer Success Leadership

• Lead and develop teams across Customer Success, Onboarding, Enablement, and Support.
• Design effective customer coverage models that balance personalized engagement with scalable, technology-enabled solutions.
• Build and mentor a high-performing leadership team while fostering accountability, collaboration, and customer-centricity.

Onboarding & Customer Experience

• Optimize onboarding and implementation processes to accelerate time to value.
• Develop scalable customer education, enablement, and adoption programs.
• Ensure a consistent, high-quality customer experience throughout the customer lifecycle.

AI, Automation & Operational Excellence

• Identify opportunities to leverage AI and automation to improve efficiency, scalability, and customer outcomes.
• Implement innovative approaches to customer engagement, support, and operational workflows.
• Develop processes that support continued business growth while improving productivity and cost efficiency.

Performance & Analytics

• Establish and monitor key performance indicators, including gross revenue retention (GRR), net revenue retention (NRR), churn, customer satisfaction, and time to value.
• Build reporting frameworks that provide actionable insights into customer health and business performance.
• Partner with executive leadership to develop forecasts, evaluate risks, and drive continuous improvement.

Cross-Functional Collaboration

• Partner closely with Sales, Product, Engineering, Marketing, and Finance to align customer success initiatives with broader business objectives.
• Serve as a strategic voice of the customer, influencing product enhancements and organizational priorities.
• Strengthen collaboration across teams to ensure seamless customer transitions and long-term success.

Qualifications

• 8+ years of progressive leadership experience in Customer Success or related post-sale functions within B2B SaaS organizations.
• Demonstrated success leading and scaling multi-functional teams across Customer Success, Support, Onboarding, or Enablement.
• Proven track record of improving customer retention, reducing churn, and driving revenue expansion in high-growth environments.
• Experience developing scalable customer engagement strategies across SMB and mid-market customer segments.
• Strong understanding of AI, automation, and emerging technologies, with demonstrated success applying them to improve customer outcomes and operational efficiency.
• Experience establishing customer success metrics, forecasting models, and executive-level reporting.
• Strong analytical, strategic planning, and operational leadership capabilities.
• Entrepreneurial mindset with the ability to thrive in a dynamic, fast-paced environment.
• Exceptional communication, relationship-building, and cross-functional leadership skills.

What Success Looks Like

• Measurable improvements in customer retention, satisfaction, and long-term account growth.
• A scalable, efficient customer success organization positioned to support continued expansion.
• Successful implementation of AI-enabled processes and automation that enhance the customer experience.
• Strong customer engagement, streamlined onboarding, and improved operational performance.
• A high-performing leadership team supported by clear accountability, meaningful metrics, and a culture of continuous improvement.

Why This Opportunity?

This is an exciting opportunity to join a growing technology organization at a pivotal stage and play a critical role in shaping its future.

The successful candidate will have the autonomy to influence strategy, build scalable customer success operations, introduce innovative technologies, and make a measurable impact on the company's long-term growth.