Head of Customer Success & Onboarding

XBuild; San Francisco (CA); On-site; USD 150,000 - 230,000; Full time

Job summary

XBuild is seeking a player-coach leader for its Customer Success organization in San Francisco. You will manage a small team of CSMs and support reps, owning onboarding, health scoring, and response SLAs to keep customers successful.

You will drive retention, revenue through renewals and expansions, and create proactive playbooks to reduce churn. Prior CS leadership and strong CRM/data fluency are essential.

Qualifications

• 5+ years in Customer Success, Account Management, or Support at a B2B SaaS company.
• 2+ years directly managing people (CSMs, support reps, or implementation specialists).
• Hands-on experience building or overhauling onboarding, health scoring, or SLA framework.
• Experience handling both SMB and enterprise coverage models.

Responsibilities

• Lead a small team of CSMs and support reps (3–5, growing).
• Own onboarding, health scoring, and playbooks for at-risk accounts.
• Define and hit SLAs across email, chat, and phone; report weekly.
• Drive retention, renewals, expansions, and referrals.

Skills

Team leadership

CS metrics ownership

SaaS experience

CRM fluency

Communication

Tools

HubSpot

Salesforce

Gainsight

Intercom

Zendesk

Job description

XBuild is seeking a player-coach leader for its Customer Success organization in San Francisco. You will manage a small team of CSMs and support reps, owning onboarding, health scoring, and response SLAs to keep customers successful.

You will drive retention, revenue through renewals and expansions, and create proactive playbooks to reduce churn. Prior CS leadership and strong CRM/data fluency are essential.