Head of Customer Success & Growth

Storm2; New York (NY); On-site; USD 150,000 - 230,000; Full time

Job summary

Storm2 is seeking to build and lead Customer Success in New York, owning retention, adoption, and expansion at a pivotal growth stage.

The role defines the operating model, leads a growing CS team, and shapes processes, health scoring, QBRs, and renewal strategies.

You will work cross-functionally with Product, Sales, Solutions, and Leadership to drive measurable business outcomes and accelerate time-to-value.

Qualifications

• 8+ years in customer-facing SaaS environments.
• 3+ years leading and managing CS teams (or similar).
• Proven ability to build processes and playbooks from scratch.
• Track record owning retention, adoption, renewals, or expansion.

Responsibilities

• Own customer health, retention, and long-term success.
• Build executive relationships and develop customer advocates.
• Develop and scale CS processes including health scoring, QBRs, escalation management, and renewal strategies.
• Own and improve metrics such as gross dollar retention, retention rates, adoption, activation, and time-to-value.
• Define customer lifecycle and onboarding best practices.
• Build, coach, and grow a CS team as the business scales.
• Partner cross-functionally with Product, Sales, Solutions, and Leadership.

Skills

Customer Success Leadership

SaaS Customer Success

Operational Excellence

Cross-functional Collaboration

AI & Automation in CS

Job description

Storm2 is seeking to build and lead Customer Success in New York, owning retention, adoption, and expansion at a pivotal growth stage.

The role defines the operating model, leads a growing CS team, and shapes processes, health scoring, QBRs, and renewal strategies.

You will work cross-functionally with Product, Sales, Solutions, and Leadership to drive measurable business outcomes and accelerate time-to-value.