Head of Customer Success, Americas - AI-Driven Growth

UpGuard; Denver (CO); Remote; USD 220.000 - 240.000; Vollzeit

Benefits dieser Stelle

Monthly lifestyle subsidy

WFH setup allowance

$1500 learning & development allowance

Annual leave + extra UpGuardian days

18 weeks parental leave

Fully remote environment with office</

Top-spec hardware

Generative AI subsidy

Zusammenfassung

UpGuard seeks a senior Customer Success leader to own the AMER customer base end to end. You will build and scale the CS organization, design a maturity framework and drive value-based reviews with strategic accounts.

You will guide hiring, segmentation and performance for CSMs, and leverage AI to turn signals into actions that reduce churn and expand net-new ARR. This is a fully remote US role.

Qualifikationen

• 12+ years in customer success, account management or post-sale leadership in B2B SaaS
• 5+ years leading managers of CSMs
• Experience scaling CS org during growth
• Experience with AI/LLM in CS workflows

Aufgaben

• Lead and scale the AMER Customer Success organization.
• Own CS capacity model, segmentation and hiring plan.
• Define career paths, leveling and performance reviews for the CSM ladder.
• Build a culture of accountability with health, value delivery and renewals.
• Design and roll out a customer maturity framework with clear stages.
• Tie maturity data to success plans, adoption milestones and product roadmap.
• Establish value-based executive business reviews for key accounts.
• Turn customer signals into prioritized actions using AI for CS plays.
• Own GRR and NRR targets and renewals for the book.
• Run at-risk processes with proactive save plans and escalations.
• Collaborate with AMER Account Management on renewals and expansions.

Kenntnisse

Customer Success Leadership

B2B SaaS

CSM Management

AI for CS

CRM Tools (HubSpot/Salesforce)

Ausbildung

Bachelor's degree in Business, Engineering, Cybersecurity or related field

Tools

ChurnZero

Gainsight

HubSpot

Salesforce

Jobbeschreibung

UpGuard seeks a senior Customer Success leader to own the AMER customer base end to end. You will build and scale the CS organization, design a maturity framework and drive value-based reviews with strategic accounts.

You will guide hiring, segmentation and performance for CSMs, and leverage AI to turn signals into actions that reduce churn and expand net-new ARR. This is a fully remote US role.