Head of Customer Success & Growth

RecruitAbility Ltd; Austin (TX); Hybrid; USD 180,000 - 260,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

Hybrid work flexibility

401(k) with matching

Flexible paid time off

In-office collaboration in Austin

Opportunity to build and shape a CSorg

Job summary

RecruitAbility Ltd in Austin seeks a Director of Customer Success to build and lead a customer success function focused on retention, account growth, and long‑term value creation. This hands‑on, player‑coach role requires strategic thinking and the ability to personally manage strategic relationships.

You will own GRR/NRR, establish health scoring, playbooks, and scalable processes in Salesforce. You’ll recruit, coach, and develop a high‑performing CS team and partner with Sales to drive

Qualifications

• 7+ years in Customer Success or Account Management within B2B SaaS.
• 2+ years leading or player-coaching CS teams.
• Experience owning renewals and account expansion.
• Proven CS infrastructure experience (health scoring, segmentation, playbooks, QBR).
• Ability to build scalable processes and report forecasting in Salesforce.

Responsibilities

• Build and implement the CS strategy, processes, and operating model.
• Establish customer health scoring, account segmentation, success plans, renewal playbooks, and QBR processes.
• Design a scalable coverage model aligning capacity with needs.
• Own GRR/NRR, renewals, and expansion.
• Recruit, coach, and develop CS Managers.
• Create repeatable processes and reporting for renewal forecasts.

Skills

Customer Success

Account Management

Leadership

B2B SaaS

Retention & Growth

Sales partnership

Salesforce

AI tools

Tools

Salesforce

Job description

RecruitAbility Ltd in Austin seeks a Director of Customer Success to build and lead a customer success function focused on retention, account growth, and long‑term value creation. This hands‑on, player‑coach role requires strategic thinking and the ability to personally manage strategic relationships.

You will own GRR/NRR, establish health scoring, playbooks, and scalable processes in Salesforce. You’ll recruit, coach, and develop a high‑performing CS team and partner with Sales to drive