Head of Customer Success — Scale, Strategy & KPIs

Upcodes, Inc.; United States; Remote; USD 130,000 - 170,000; Full time

Job summary

UpCodes, Inc. is seeking a Manager of Customer Success to shape how CS scales with a growing customer base.

You will lead and mentor the team, stay hands-on on onboarding, and drive metrics across retention, expansion, and adoption to ensure customers succeed with UpCodes. You will develop customer health scoring, build playbooks, and create dashboards that provide leadership with clear visibility into trends and outcomes.

Qualifications

• 7+ years in Customer Success or related role at a B2B SaaS/tech company.
• Experience hiring, training, and mentoring team members.
• Built scalable CS systems (health scoring, playbooks, lifecycle automation).
• Owned KPIs and drove measurable improvements.
• Hands-on experience building reports and dashboards.

Responsibilities

• Lead and mentor the CS team, align with Sales, Support, and Product.
• Until the team is in place, participate in customer calls, onboarding, trainings, and escalations.
• Set team goals and KPIs aligned with company priorities.
• Develop a customer health score and monitor renewal/expansion signals.
• Create playbooks, workflows, and automations to scale support.
• Build and maintain a knowledge base of guides and help articles.
• Build reports and dashboards for visibility into health and trends.

Skills

Customer Success

Account Management

Team management

Data-driven

Open to feedback

Attention to detail

Job description

UpCodes, Inc. is seeking a Manager of Customer Success to shape how CS scales with a growing customer base.

You will lead and mentor the team, stay hands-on on onboarding, and drive metrics across retention, expansion, and adoption to ensure customers succeed with UpCodes. You will develop customer health scoring, build playbooks, and create dashboards that provide leadership with clear visibility into trends and outcomes.