Head of Customer Success & Growth (SaaS)

Crystal PM; Austin (TX); Ibrido; USD 120.000 - 180.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health, dental and vision benefits

Hybrid work flexibility in Austin

401(k) with company match

Ground-floor opportunity in healthcare

Descrizione del lavoro

Crystal PM is seeking a player-coach leader to build and run our Customer Success organization. You will own retention, implement health scoring and renewal plays, and personally manage high-touch accounts while hiring and mentoring a growing CS team.

You'll shape the CS infrastructure from ground up, including coverage models, QBR cadences, and success plans, with a focus on protecting the base and expanding across the book.

Competenze

• 7+ years in Customer Success or Account Management in B2B SaaS.
• At least 2 years leading or player-coaching a CS team.
• Track record hiring experienced CSMs and developing people into CS roles.
• Ownership of renewals and expansion with GRR/NRR numbers to show for it.
• Experience building CS infrastructure: health scoring, segmentation, renewal playbooks, QBR cadences.
• SMB or mid-market SaaS experience; healthcare/EMR/payments domain is a strong plus.
• Proficient in Salesforce; actively leveraging AI to automate prep, outreach and reporting.

Mansioni

• Build Crystal's Customer Success function and the team that runs it.
• Own retention and growth across post-sale customers; carry high-touch accounts.
• Write and implement health scoring, renewal plays, success plans, and QBR cadences.
• Hire, train, and promote CSMs; create ramp programs and career paths.
• Improve CS infrastructure and processes; ensure scalable coverage model.

Conoscenze

CS Leadership

Hiring & ramp programs

Renewals management

AI in CS

Healthcare SaaS familiarity

Strumenti

Salesforce

Descrizione del lavoro

Crystal PM is seeking a player-coach leader to build and run our Customer Success organization. You will own retention, implement health scoring and renewal plays, and personally manage high-touch accounts while hiring and mentoring a growing CS team.

You'll shape the CS infrastructure from ground up, including coverage models, QBR cadences, and success plans, with a focus on protecting the base and expanding across the book.