Head of Customer Success & Support (Fully Remote)

Partner Company; United States; Remote; USD 120,000 - 190,000; Full time

Job summary

Partner Company, a B2B SaaS marketplace, is seeking a Senior Customer Success/Account Manager to own strategic accounts and lead a small CS and support team. You will build onboarding playbooks, define escalation paths, and establish health scoring to ensure customer health and retention.

The role focuses on driving renewals, conducting QBRs, and coordinating cross-functional improvements to scale the CS function as the company grows.

Qualifications

• 6+ years in CS/Account Management, 3+ in enterprise accounts.
• Startup experience scaling a CS function.

Responsibilities

• Own strategic accounts and lead a small CS and Support team.
• Build onboarding playbooks, escalations, and health scoring.
• Drive renewals, QBRs, and cross-functional improvements.

Skills

CS/Account Management experience

Enterprise accounts experience

Tools

Attio

Intercom

AI tools

Job description

• Own strategic accounts and lead a small CS and Support team.
• Build onboarding playbooks, escalations, and health scoring.
• Drive renewals, QBRs, and cross-functional improvements.

Requirements:

• 6+ years in CS/Account Management, 3+ in enterprise accounts.
• Startup experience scaling a CS function.
• Proficiency with Attio, Intercom, and AI tools.

Nice to have:

• Fintech or financial services background.
• VC/PE network.
• Fully remote in US/Canada.
• Growth opportunity with leadership collaboration.
• Ownership of CS strategy and customer outcomes.

Partner Company

They are a B2B SaaS marketplace connecting community partners and vendors. The company is a scaling startup with a small team and a collaborative culture focused on long-term growth.