Head of Customer Success & Adoption (Remote)

Serviceup; Campbell (CA); Híbrido; USD 170 000 - 210 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive compensation with equity

Health insurance (medical, dental, and

vision coverage

Flexible PTO

Remote-friendly setup

Learning budget

Wellness stipend

Parental leave

Resumo da oferta

ServiceUp is seeking a Customer Success leader to build and scale a CS function within a fast-growing B2B SaaS environment. You will own onboarding from contract sign-through, guarantee value delivery, and maintain ongoing relationships with fleet managers, maintenance leads and drivers.

You’ll hire and mentor a team, drive data-powered decisions, and ensure renewal and expansion through strategic account management.

Qualificações

• 7+ years in Customer Success at a B2B SaaS company.
• Proven track record of improving retention and adoption with numbers.
• Experience in a usage-based or transaction-based revenue model.

Responsabilidades

• Own onboarding from signed contract to steady-state usage with milestones.
• Coordinate launch work across data load, user setup, approvals, and integrations.
• Define adoption metrics for each segment and close gaps with Operations and shop network team.
• Run quarterly business reviews showing value through cycle time, cost per repair, downtime, and savings.
• Design and build an account health model with scoring and playbooks for risk levels.
• Lead monthly churn review and translate churn causes into product/operational fixes.
• Hire and lead CS team, set coverage by segment, and build CS operating system in CRM.
• Report monthly to CRO on retention, utilization, time to value, and health of accounts.

Conhecimentos

Customer Success

B2B SaaS

Data-driven

Team leadership

CRM

Ferramentas

CRM systems

Data analysis tools

Descrição da oferta de emprego

ServiceUp is seeking a Customer Success leader to build and scale a CS function within a fast-growing B2B SaaS environment. You will own onboarding from contract sign-through, guarantee value delivery, and maintain ongoing relationships with fleet managers, maintenance leads and drivers.

You’ll hire and mentor a team, drive data-powered decisions, and ensure renewal and expansion through strategic account management.