Internal Head of Customer Success — Remote & Autonomous

Overseas; Denver (CO); Remote; USD 150,000 - 210,000; Full time

Job summary

Hire Overseas is seeking an Internal Head of Customer Success to own the client success function from the ground up. You will design onboarding, engagement cadences, renewal and expansion processes, and be the senior owner of a portfolio of client relationships.

This small business offers autonomy: no playbook, no committee, and direct accountability for retention and growth. You will report to founders and build scalable CS systems while maintaining strong client trust across the portfolio.

Qualifications

• Senior-level experience in customer success leadership in a B2B environment.
• Experience building or significantly improving a customer success function.
• Strong written and verbal English communication skills with authority to manage senior client relationships.
• High ownership mindset — you design the solution, own the outcome, and act without being told what to do.
• Comfortable operating with full autonomy in a small business where structure is being built.
• Data-driven with ability to track portfolio health and client sentiment and translate into action.
• Able to manage a full client portfolio and build scalable processes simultaneously without losing quality.

Responsibilities

• Design and build the customer success function including onboarding, engagement cadences, health scoring, renewal processes, and expansion playbooks.
• Define what a great client experience looks like and build systems that deliver it consistently.
• Create processes, templates, and frameworks the team will run on as the company grows.
• Report to founders on portfolio health, retention metrics, and strategic recommendations.
• Own a portfolio of client accounts as the senior point of contact from placement through long-term engagement.
• Build strong, trust-based relationships that make clients feel supported, valued, and confident.
• Conduct regular proactive check-ins and surface risks, opportunities, and insights before clients have to raise them.
• Handle escalations directly and resolve complex client situations with good judgment.

Skills

Senior CS leadership

CS function building

English communication

Ownership mindset

Autonomy

Data-driven

Portfolio management

CRM familiarity

Tools

CRM tools

Job description

Hire Overseas is seeking an Internal Head of Customer Success to own the client success function from the ground up. You will design onboarding, engagement cadences, renewal and expansion processes, and be the senior owner of a portfolio of client relationships.

This small business offers autonomy: no playbook, no committee, and direct accountability for retention and growth. You will report to founders and build scalable CS systems while maintaining strong client trust across the portfolio.