Head of Customer Success: Build & Scale (Remote, Equity)

ServiceUp; United States; A distancia; USD 140.000 - 230.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity compensation

Health coverage

PTO & holidays

Remote-friendly setup

L&D budget

Wellness stipend

Parental leave

Descripción de la vacante

ServiceUp is assembling its Customer Success function and seeking a leader to own the post-signature lifecycle. You’ll onboard customers, get vehicles and users onto the platform, and ensure ongoing value and retention.

As a hands-on leader, you’ll manage key accounts while hiring and guiding the CS team to scalable success. You will define adoption standards, run multi-stakeholder reviews, and translate churn causes into actionable improvements.

Formación

• 7+ years in Customer Success at a B2B SaaS company.
• Experience building a CS function from zero with health scoring, playbooks and segmentation.
• Experience with usage-based or transaction-based revenue models.
• Hands-on data analysis of usage metrics to drive value and renewals.

Responsabilidades

• Own onboarding from contract to steady-state usage with clear milestones.
• Lead Sales-to-CS handoff and coordinate launches across data load, user setup, and integrations.
• Define adoption metrics for each segment and close gaps with Operations and shop networks.
• Run business reviews showing customer value through metrics like cycle time and savings.
• Design an account health model and run save plans for at-risk accounts.
• Lead monthly churn reviews and drive product/ops fixes to reduce churn.
• Hire and lead a team of CSMs and build the CS operating system in the CRM.
• Report monthly on retention, utilization, time to value, and health.

Conocimientos

Customer Success Leadership

B2B SaaS experience

Data-driven analytics

AI-assisted CS optimization

Project management

Herramientas

CRM (Salesforce)

Descripción del empleo

ServiceUp is assembling its Customer Success function and seeking a leader to own the post-signature lifecycle. You’ll onboard customers, get vehicles and users onto the platform, and ensure ongoing value and retention.

As a hands-on leader, you’ll manage key accounts while hiring and guiding the CS team to scalable success. You will define adoption standards, run multi-stakeholder reviews, and translate churn causes into actionable improvements.