Head of Customer Success - Start Up - NYC

HT Recruitment Limited; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

HT Recruitment Limited seeks a Head of Customer Success who has built, scaled and improved a CS function and now seeks genuine ownership in a fast-growing SaaS business. This role leads a small CS team, driving coaching, onboarding, adoption, retention and expansion.

You'll own the strategy for CS, implement scalable processes, and manage high inbound volumes as the business scales, based in Manhattan, NY with a strong emphasis on outcomes and growth.

Qualifications

• Most of career spent on the post-sales side of SaaS.
• Led CS teams, managed customer portfolios at scale.
• Experience in retention, expansion, onboarding, engagement and building effective CS processes.
• Built or redesigned CS processes rather than inheriting them.

Responsibilities

• The entire post-sales / Customer Success function
• A small existing team of CSMs — coaching, developing and raising the bar
• Onboarding, adoption, retention and expansion
• Processes and tooling that allow the team to handle significant inbound volume
• CS metrics, reporting and performance
• Growing the team as the business scales
• Building the strategy for CS at the next growth stage

Skills

Post-sales leadership

CS leadership

Usage-based SaaS experience

Detail-oriented process design

Convincing, decisive leadership

Job description

We're looking for a Head of Customer Success who has already built, scaled and improved a CS function — and now wants genuine ownership.

If you've spent the last few years leading post-sales in a high-growth SaaS + usage-based business, this could be the one.

This isn't a role for someone who wants to inherit a mature CS organisation and maintain the status quo.

The business is growing extremely quickly: thousands of clients, millions of users and a huge volume of inbound demand. There's already a small CS team in place. Your job is to take what's there and turn it into a world-class post-sales function.

What we're looking for

• You have spent the majority of your career on the post-sales side of SaaS.
• You've led CSMs, managed customer portfolios at scale and understand the commercial side of Customer Success — retention, expansion, onboarding, engagement and building processes that actually work.
• Ideally, you've operated in a usage-based business model, where customer activity, adoption and volume genuinely matter.
• You know what good looks like — and you're comfortable getting into the detail to make it happen.
• More importantly, you're someone who leads with conviction.

You'll own

• The entire post-sales / Customer Success function
• A small existing team of CSMs — coaching, developing and raising the bar
• Onboarding, adoption, retention and expansion
• Processes and tooling that allow the team to handle significant inbound volume
• CS metrics, reporting and performance
• growing the team as the business scales
• Building the strategy for what Customer Success needs to look like at the next stage of growth

This is probably you if...

• You've led Customer Success teams in a SaaS business
• Your background is predominantly post-sales rather than purely sales, account management or support
• You've built or redesigned CS processes rather than simply inheriting them
• You know how to coach CSMs and make a team materially betterYou're commercially minded and understand the connection between CS, retention and growth
• You're decisive, direct and comfortable operating with ambiguity
• You naturally have a forward lean — you create momentum rather than wait for it
• You want to build something, not just manage something

Why this role?

Because you'll have the opportunity to shape the CS team/operations while the business is still at a stage where your decisions genuinely matter.

You'll have a team. You'll have customers. You'll have serious volume.

What you won't have is a 50-page playbook telling you how to do the job.

That's the point.

Manhattan — 5 days in office

If you're a post-sales leader who's been waiting for the opportunity to take full ownership of Customer Success and build the next version of the function, I want to speak with you!