Head of Customer Success & Growth — Hybrid

GoLinks; San Jose (CA); Hybrid; USD 180,000 - 260,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

Life Insurance

EAP & wellness stipend

401(k) retirement plan

Paid holidays

New hire stipend

Company off-sites

Learning & Development

MacBook Pro

Hybrid schedule

Flexible remote work

Job summary

GoLinks is seeking a Head of Customer Success to build and lead the post-sale journey—from onboarding through renewal and expansion—and to create playbooks and metrics that turn customer success into a durable growth engine. This leadership role requires scaling a CS org at a B2B SaaS company and shaping strategy, not just executing someone else's plan.

You will own CS strategy, onboarding programs, health metrics, and collaboration with Sales and Product, while serving as an executive sponsor

Qualifications

• 7+ years in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS company, including 2+ years in a leadership role
• A track record of owning retention/NRR targets and building repeatable CS processes from the ground up
• Experience with mid-market and enterprise customers, including executive stakeholders
• Strong analytical skills — comfortable defining and tracking the metrics that matter (NRR, churn, CSAT/NPS, adoption)
• Excellent communication skills, with experience presenting to internal leadership and external customer executives
• A builder's mindset — you're comfortable creating structure and process in a growing organization, not just operating within an existing one
• Experience with CS/CRM tooling (e.g., Gainsight, Salesforce, HubSpot, or similar)
• Bonus: experience in enterprise IT, knowledge management, or workplace productivity SaaS

Responsibilities

• Define and own the customer success strategy, including onboarding, adoption, health scoring, renewals, and expansion/upsell motions
• Own retention and net revenue retention (NRR) targets; identify and act on churn risk early
• Design and implement scalable onboarding programs that get new customers to value quickly
• Partner closely with Sales on renewals and expansion opportunities, and with Product on the customer feedback loop
• Establish customer health metrics, QBR cadences, and playbooks for different account segments (SMB through enterprise)
• Serve as an executive sponsor for key strategic accounts
• Report on CS performance (retention, NRR, CSAT/NPS, adoption) to company leadership
• Champion the voice of the customer internally, influencing product roadmap and go-to-market decisions

Skills

Customer Success

Leadership

Churn management

NRR targets

Analytics

Executive communication

Tools

Gainsight

Salesforce

HubSpot

Job description

GoLinks is seeking a Head of Customer Success to build and lead the post-sale journey—from onboarding through renewal and expansion—and to create playbooks and metrics that turn customer success into a durable growth engine. This leadership role requires scaling a CS org at a B2B SaaS company and shaping strategy, not just executing someone else's plan.

You will own CS strategy, onboarding programs, health metrics, and collaboration with Sales and Product, while serving as an executive sponsor