Remote Head of Customer Success & Support (B2B SaaS)

Jobgether; Oregon; Hybrid; USD 150,000 - 230,000; Full time

Benefits offered by this job

Fully remote opportunity

Contractor agreement

Growth opportunities

Leadership collaboration

Direct leadership exposure

Job summary

Jobgether is seeking a hands-on Head of Customer Success & Support to scale post-sale relationships and CS operations for a growing B2B SaaS marketplace. You will lead a small team, manage enterprise accounts, and directly handle escalations while collaborating across Sales, Product, and Engineering.

You will establish playbooks, SLAs, health metrics, and workflows to drive adoption, retention, and renewal velocity across US/Canada partners.

Qualifications

• At least 6 years in Customer Success or Account Management, including 3 years managing enterprise accounts.
• Proven track record building or scaling CS/Support in a startup environment.
• Comfort communicating with C-suite executives and senior decision-makers.
• Experience with enterprise security reviews, vendor risk assessments, and procurement cycles.
• Proficient with Attio and Intercom; able to leverage AI to scale support operations.

Responsibilities

• Personally manage strategic accounts across enterprise, financial institutions, and partners.
• Lead a small CS and Support team while owning key customer relationships.
• Build and optimize onboarding, SLAs, escalation paths, and ticketing workflows.
• Establish account health scoring and reporting for adoption and renewal risk.
• Collaborate with Sales on renewals, pricing, and expansion opportunities.
• Lead quarterly business reviews and vendor performance assessments.

Skills

Enterprise accounts

Leadership

Customer success

Account management

Renewals

CRM

Intercom

Attio

AI in support

Vendor management

Strategic planning

Stakeholder management

Tools

Attio

Intercom

CRM systems

Job description

Jobgether is seeking a hands-on Head of Customer Success & Support to scale post-sale relationships and CS operations for a growing B2B SaaS marketplace. You will lead a small team, manage enterprise accounts, and directly handle escalations while collaborating across Sales, Product, and Engineering.

You will establish playbooks, SLAs, health metrics, and workflows to drive adoption, retention, and renewal velocity across US/Canada partners.