Remote Head of Customer Success & Support (Enterprise)

PhillyTech.Co; United States; Remote; USD 140.000 - 200.000; Vollzeit

Benefits dieser Stelle

Fully remote (US/Canada)

Zusammenfassung

PhillyTech.Co is seeking a Head of Customer Success & Support to own strategic customer relationships across enterprise accounts and vendor partners. You will build and lead a small CS and support team, create onboarding playbooks, SLAs, and health scoring, and drive renewal success in a fully remote, US/Canada-friendly setup.

You'll work closely with Sales, Product, and Engineering to align adoption with value, manage complex escalations, and influence renewal decisions.

Qualifikationen

• 6+ years in customer success or account management, including 3+ years with enterprise accounts.
• Experience leading a team while managing customer relationships.
• Proven track record building or overhauling CS/support in startup environments.
• Comfort communicating with C-suite executives and managing senior stakeholders.
• Experience with renewal pricing and expansions; data-driven account health decisions.
• Familiarity with enterprise security reviews, vendor risk, procurement, and contracts.

Aufgaben

• Manage strategic accounts across enterprise organizations, financial institutions, and partners.
• Lead and hire a small CS/support team while maintaining direct ownership.
• Build onboarding, SLAs, escalation paths, and ticketing workflows.
• Establish account health scoring to track adoption, engagement, value, and renewal risk.
• Identify renewal risks early and coordinate responses with Sales.
• Collaborate with Sales on renewals, pricing, and expansions.
• Run quarterly and impact reviews to demonstrate value to partners.
• Conduct vendor performance reviews to strengthen marketplace participation.
• Own escalations and coordinate cross-team resolutions.
• Navigate security reviews, procurement processes, and contract cycles.
• Provide insights to Product/Engineering; leverage CRM and AI to scale support.

Kenntnisse

Customer success

Account management

Team leadership

Enterprise deals

Executive communication

Escalation management

CRM tools

Attio

Intercom

Data analytics

US Eastern overlap

Tools

Attio

Intercom

CRM systems

Jobbeschreibung

PhillyTech.Co is seeking a Head of Customer Success & Support to own strategic customer relationships across enterprise accounts and vendor partners. You will build and lead a small CS and support team, create onboarding playbooks, SLAs, and health scoring, and drive renewal success in a fully remote, US/Canada-friendly setup.

You'll work closely with Sales, Product, and Engineering to align adoption with value, manage complex escalations, and influence renewal decisions.