Head of Customer Success & Support (Fully Remote)

SaaS Talent; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

SaaS Talent is seeking a proactive Customer Success Leader in the United States to own strategic post-sale relationships, design onboarding playbooks, and oversee account health scoring. You will lead a small customer success team and ensure customer outcomes align with product goals.

In this role, you will identify renewal risks 120 days in advance, partner with Sales on renewals and expansions, and conduct quarterly business reviews.

Responsibilities

• Own strategic customer relationships after the sale, build onboarding playbooks and account health scoring, and lead a small customer success team.
• Identify renewal risks at least 120 days in advance, partner with Sales on renewals and expansions, and run quarterly business reviews.
• Manage escalations, coordinate cross-functional resolutions, and bring customer and vendor insights to Product and Engineering.

Job description

• Own strategic customer relationships after the sale, build onboarding playbooks and account health scoring, and lead a small customer success team.
• Identify renewal risks at least 120 days in advance, partner with Sales on renewals and expansions, and run quarterly business reviews.
• Manage escalations, coordinate cross-functional resolutions, and bring customer and vendor insights to Product and Engineering.