Head of Customer Success & Retention

Jetson Home Inc.; Centennial, Northern (CO, KY); Hybrid; USD 170,000 - 205,000; Full time

Benefits offered by this job

Medical: 85% company-paid insurance

Dental, Vision & Life: 100% company‑p­

Parental Leave Top-Up

Education Support

Equity

401k program

Job summary

Jetson is seeking a senior Customer Success leader to own the post-sale experience from kickoff through ownership. You will build and scale the CS organization, own cancellation risk, and set end-to-end customer expectations while driving CSAT and referrals.

You will partner with Sales and Production, ensure accurate forecasting, and maintain HubSpot data integrity. This is a high-autonomy role in a fast-moving startup with 25% travel and a strong focus on outcomes.

Qualifications

• Demonstrated ability to design scalable processes and playbooks in a fast-paced startup.
• Experience in owning a retention or satisfaction metric and explaining the actions taken.
• Hands-on use of CRM platforms (HubSpot preferred) at the workflow design level, not just as a user.
• Strong analytical reporting to build the necessary metrics before asking others.

Responsibilities

• Lead and develop the Customer Success organization, including CSMs; define coverage model and hiring plan as volume grows.
• Own post-sale cancellation and fallout rate; build the save motion for at-risk customers.
• Set the post-sale customer experience standard end to end: relationship ownership, milestone communication, response-time expectations, escalation paths.
• Drive customer-side inputs that unblock scheduling and financing, ensuring readiness.
• Own customer confidence during permits, utility approvals, and equipment lead times, so delays don’t trigger cancellations.
• Own CSAT and review generation through install and ownership; close the loop on detractors.
• Partner with the Director of Production Coordination to ensure feasible dates for customers.
• Partner with Sales on handoff quality and feed friction back upstream.
• Own the referral motion with satisfied homeowners post-install.
• Own Customer Success tooling and data integrity in HubSpot: lifecycle stages, automation, health signals, reports.
• Report weekly to leadership on fallout, cycle time, CSAT, and blockers with root-cause plans.
• Serve as senior escalation point for customer complaints and goodwill decisions within thresholds.

Skills

Analytical mindset

Process design

Autonomy & exec visibility

Travel willingness

Startup experience

AI tools familiarity

Ownership of retention metrics

Education

Bachelor’s degree in Business, Communications, Operations Management, or equivalent experience

Tools

HubSpot

Job description

Jetson is seeking a senior Customer Success leader to own the post-sale experience from kickoff through ownership. You will build and scale the CS organization, own cancellation risk, and set end-to-end customer expectations while driving CSAT and referrals.

You will partner with Sales and Production, ensure accurate forecasting, and maintain HubSpot data integrity. This is a high-autonomy role in a fast-moving startup with 25% travel and a strong focus on outcomes.