Remote Chief of Customer Success & Support

PhillyTech.Co; Oregon; Hybrid; USD 100,000 - 200,000; Full time

Job summary

SaaS Talent is hiring a Head of Customer Success & Support to own strategic customer relationships, lead a small team, and design the processes that drive value and long-term retention across a complex marketplace. You will shape onboarding, service levels, escalation paths, and renewal strategies while collaborating closely with Sales, Product, and Engineering.

You will work with enterprise clients, financial institutions, and vendor partners, ensuring health scoring, renewal risk

Qualifications

• 6+ years of customer success or account management, including enterprise accounts.
• Experience leading a team while managing customer relationships.
• Proven track record building or overhauling CS/Support in a startup environment.

Responsibilities

• Own strategic accounts across enterprise organizations, financial institutions, and vendor partners.
• Lead, hire, and coach a small CS & Support team while maintaining direct ownership.
• Build onboarding playbooks, SLAs, escalation paths, and ticketing workflows.

Skills

Enterprise accounts

Team leadership

Startup experience

C-suite communication

Escalations handling

CRM tools (Attio)

Tools

Attio

Intercom

Job description

SaaS Talent is hiring a Head of Customer Success & Support to own strategic customer relationships, lead a small team, and design the processes that drive value and long-term retention across a complex marketplace. You will shape onboarding, service levels, escalation paths, and renewal strategies while collaborating closely with Sales, Product, and Engineering.

You will work with enterprise clients, financial institutions, and vendor partners, ensuring health scoring, renewal risk