Head of Customer Success - Strategy & Growth Leader

Jobgether; United States; Remote; USD 194,000 - 291,000; Full time

Benefits offered by this job

Remote-first work model

Competitive compensation with bonus &

Health, dental, vision insurance

Job summary

Jobgether, partnered position based in the United States, seeks a Head of Customer Success to lead a growing org across Enterprise, Mid-Market, and SMB. You will shape customer experience, drive adoption and retention, and collaborate across Sales, Product, Marketing, and Support to deliver measurable value.

You will build scalable, data-driven processes, manage a team of Directors, Managers, and CSMs, and evolve toward a trusted-advisor model with executive visibility into renewal forecasts and

Qualifications

• 15+ years of experience in Customer Success leadership, managing Enterprise and scaled functions.
• 10+ years of people leadership, including teams.
• Strong understanding of SaaS business models and customer lifecycle management best practices.
• Proficiency with Gainsight and customer success tech for adoption, health, and retention.
• Experience with business planning in transformation environments and performance reporting.
• Excellent analytical and strategic communication abilities.
• Proven ability to engage senior stakeholders and present to executives.

Responsibilities

• Own the overall strategy, execution, and performance of the Customer Success organization.
• Lead teams across Enterprise, Mid-Market, and SMB with clear leadership structures and career paths.
• Design segmented lifecycle strategies balancing high-touch and scalable digital adoption.
• Partner with Sales to identify upsell/cross-sell opportunities and drive revenue retention.
• Collaborate with Operations and IT to optimize Gainsight configuration and health scoring.
• Work with Marketing to develop customer communications and advocacy initiatives.
• Support migrations from legacy products to next-gen solutions with Product teams.
• Build a Voice of the Customer program including NPS and surveys.
• Establish feedback loops with Product, Services, and Support for improvements.
• Develop repeatable onboarding, adoption, quarterly business reviews, and expansion processes.
• Own executive dashboards for renewal forecasts, churn risk, and retention metrics.
• Engage directly with customers to resolve significant satisfaction issues.
• Meet/exceed quarterly goals related to retention, renewals, and satisfaction.

Skills

Leadership

Enterprise & SMB experience

Gainsight

Data-driven insights

Executive stakeholder management

Cross-functional collaboration

Strategic decision making

Tools

Gainsight

Job description

Jobgether, partnered position based in the United States, seeks a Head of Customer Success to lead a growing org across Enterprise, Mid-Market, and SMB. You will shape customer experience, drive adoption and retention, and collaborate across Sales, Product, Marketing, and Support to deliver measurable value.

You will build scalable, data-driven processes, manage a team of Directors, Managers, and CSMs, and evolve toward a trusted-advisor model with executive visibility into renewal forecasts and