Head of Customer Success

OneText; United States; On-site; USD 150,000 - 200,000; Full time

Job summary

A fast-growing technology company seeks a transformational leader for the Head of Customer Success role. The ideal candidate will reimagine the customer success team, implement strategic processes, and significantly impact customer retention and engagement while being an integral part of the company's growth trajectory.

Qualifications

• Experience in B2B SaaS environment.
• Strong understanding of customer success frameworks.
• Ability to lead teams through transformation.

Responsibilities

• Lead and coach a Customer Success team.
• Design scalable processes for onboarding and retention.
• Drive key metrics like NRR and product adoption.

Skills

Strategic thinking

Operational management

People leadership

Efficiency improvement

Education

Proven experience in scaling CS teams

Job description

Join to apply for the Head of Customer Success role at OneText

Join to apply for the Head of Customer Success role at OneText

About OneText

Sitting at the intersection of payments, AI, and marketing, OneText makes shopping as effortless as paying with your hotel room number. Shoppers literally reply and buy with one text. Fast-growing ecommerce brands use our text to buy payments and sales concierge to drive up to 30% more revenue. We replace conventional SMS marketing with two-way conversations that delight shoppers and inspire them to buy more.

About OneText

Sitting at the intersection of payments, AI, and marketing, OneText makes shopping as effortless as paying with your hotel room number. Shoppers literally reply and buy with one text. Fast-growing ecommerce brands use our text to buy payments and sales concierge to drive up to 30% more revenue. We replace conventional SMS marketing with two-way conversations that delight shoppers and inspire them to buy more.

We’re backed by rockstars including Y Combinator, Coatue, Citi Ventures, Khosla Ventures, the founders of Warby Parker, Allbirds and Harry’s and Matt Bellamy, the lead singer of Muse.

The Role

We’re looking for a transformational leader to take the reins of our Customer Success function - not just to manage it, but to reimagine and rebuild it into something exceptional.

Right now, our Customer Success team is made up of three capable, dedicated CSMs who are working hard - but they’re overwhelmed. They’re buried in reactive work and struggling to keep up with the growing demands of our expanding customer base. Although they have ample resources at their disposal - including budget for tooling, engineering support, and headcount - the team is stuck in firefighting mode. They currently report directly to our CEO, a setup that’s not sustainable and is limiting both their effectiveness and growth.

This is where you come in.

We need a strategic, operationally-minded leader to take full ownership of Customer Success — someone who can diagnose the core issues, bring clarity and focus, and build a CS organization that’s lean, scalable, and world-class. You’ll have the mandate, support, and resources to make bold changes — and a clear path to executive influence.

Why this role is unique:

• It’s not about incremental change - it’s about transformation. You’ll inherit a function in need of a reset, and you’ll have the opportunity to rebuild it the right way from the ground up. You won’t be preserving the status quo - you’ll be designing what CS should look like at a modern, high-performing SaaS company.
• You’ll be at the center of the company’s growth. Our customers are core to everything we do - your work will directly impact retention, expansion, product adoption, and company strategy. As Head of CS, you’ll be a key voice in the room and a close partner to the CEO.
• You’ll have real leverage. Unlike many companies, we’ve already invested in giving our CS team the tools and support they need. Engineering is on board to help build internal workflows and automations. The budget is there for headcount and platforms. You won’t be fighting for resources - your job is to make them work.
• You’ll build a team culture that lasts. From hiring and coaching to defining ways of working, you’ll shape the future of Customer Success at our company. You’ll be creating a function that scales - not just with more people, but with smarter systems, clearer strategy, and higher standards.
  
  

What you’ll do:

• Lead, coach, and grow our Customer Success team - setting a high-performance, high-ownership culture.
• Design and implement scalable processes for onboarding, retention, expansion, and customer health.
• Create clarity for the team by defining customer segments, success planning frameworks, and coverage models.
• Build systems and workflows that reduce manual work and drive proactive engagement - with support from our product and engineering teams.
• Drive key metrics like NRR, churn, and product adoption - and own the systems that improve them.
• Be the voice of the customer across the company, influencing product direction and go-to-market strategy.
  
  

You might be a fit if:

• You’ve built or scaled CS teams in a B2B SaaS environment and know what great looks like.
• You’re equal parts strategist and operator - you think in systems and outcomes, and you know how to get things done.
• You’ve led CS teams through change - whether it’s a restructure, a rebuild, or a full transformation.
• You’re obsessed with efficiency, tooling, and automation, and you know how to make a lean team punch above its weight.
• You’re a strong people leader who builds trust quickly, gives clear direction, and helps teams thrive in fast-paced environments.
  
  

This is a high-impact, high-autonomy role for someone who’s ready to build something lasting. If you’re looking for your next leadership challenge — and you want to do your best work with a smart, mission-driven team — we’d love to talk.

How To Apply

• Submit your resume and cover letter
• Include examples of your previous success with customers or scaling processes.
• Explore our website, try out a demo, and let us know what excites you about our platform.
  
  

Interview Process

We believe in a transparent and efficient hiring process. Here’s what you can expect:

• Initial Phone Screening (20 minutes)
• Take-Home Assignment
• Technical Screen (45 minutes)
• Chat with the OneText Founders (30 minutes)
• Offer Call (30 minutes)
  
  

If all goes well, we’ll be excited to welcome you to the team! We aim to move quickly while ensuring we find the right fit for both you and the company. We can’t wait to meet you!

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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