Head of Customer Success — Scale Retention & Growth

North.Cloud; New York (NY); Hybrid; USD 220,000 - 280,000; Full time

Benefits offered by this job

Unlimited PTO

Parental leave - 16 weeks

Company breaks

Benefits program

Sabbatical every 4 years

Job summary

North.Cloud is seeking a Head of Customer Success to own and scale the CS function, guiding onboarding, adoption, value realization, renewal, and expansion while building scalable processes and a high-performing team.

You’ll lead the CS team and partner with Sales, Engineering, Product, and executives, staying close to strategic customers to drive measurable savings and broader automation. Hybrid role in NYC.

Qualifications

• 7+ years in Customer Success or post-sale roles.
• Experience leading a CS team in a high-growth environment.
• Track record owning retention, renewals, adoption, expansion, and customer health.
• Experience supporting enterprise or technically sophisticated customers.
• Strong understanding of FinOps, cloud infrastructure, DevOps, or infrastructure-heavy SaaS.
• Comfortable with AWS, GCP, and/or Azure concepts for technical stakeholders.
• Highly data-driven with metrics to guide decisions.

Responsibilities

• Own the Customer Success function with strategy and standards.
• Own retention, customer health metrics, and renewals.
• Build scalable customer onboarding, adoption, and renewal processes.
• Lead and develop the CS team as the customer base grows.
• Maintain close involvement with strategic accounts and executives.
• Drive measurable value, ROI, and cloud savings for customers.
• Increase product adoption and automation usage.
• Create dashboards, health scores, and renewal forecasting.
• Own renewal strategy and expansion opportunities.

Skills

Customer Success leadership

Retention & renewals

Data-driven decision making

Cross-functional collaboration

Executive-level communication

Tools

Salesforce

Gainsight

Looker

Tableau

BigQuery

Job description

North.Cloud is seeking a Head of Customer Success to own and scale the CS function, guiding onboarding, adoption, value realization, renewal, and expansion while building scalable processes and a high-performing team.

You’ll lead the CS team and partner with Sales, Engineering, Product, and executives, staying close to strategic customers to drive measurable savings and broader automation. Hybrid role in NYC.