SaaS Customer Success Leader — Growth & Strategy

Ludus; Michigan; Hybrid; USD 130,000 - 150,000; Full time

Benefits offered by this job

Health Insurance

401k Matching

Profit Sharing

Personal Wellness

Experience Credit

Flexible PTO

Sick Days

Job summary

Ludus, a Michigan-based SaaS company, is seeking a Head of Customer Success. You will own the customer success strategy, collaborate with Account Management, Onboarding, and Support, and drive adoption with Product and Sales.

This hands-on leadership role requires guiding managers, owning escalations, and delivering measurable improvements in retention and growth. You will partner with teams to implement scalable playbooks, track customer health, and ensure a high standard of service while

Qualifications

• SaaS leadership experience leading customer-facing teams through growth.
• Experience across Account Management, Onboarding, and Customer Support.
• Hands-on leadership, coaching managers, joining calls, handling escalations.
• Ability to scale with scalable processes and playbooks.
• Strong customer and business judgment balancing needs and priorities.
• Data-driven decision making and linking activity to outcomes.
• Clear communication, setting expectations and follow-through.
• Cross-team collaboration with Product and Sales to drive priorities.
• Adaptability and initiative in a fast-growing environment.
• Experience serving customers with varying levels of complexity.

Responsibilities

• Own customer success execution and deliverables to improve retention, adoption, and account growth.
• Lead and support team managers to establish ownership, expectations, and handoffs.
• Build scalable processes, templates, and reporting across teams; identify gaps and automate where possible.
• Improve account coverage, outreach, and product adoption with Account Management.
• Improve onboarding by defining milestones and handoffs to ensure successful use of the product.
• Oversee service quality and staffing with the Support Manager through seasonal changes.
• Manage complex escalations and coordinate cross-functional teams to resolution.
• Monitor customer health, churn reasons, and risk signals to improve outcomes.
• Shape customer education and enablement with Product and Sales for launches.
• Turn customer feedback into action and coordinate with Sales on expansion ownership.
• Plan for growth with staffing and capacity while maintaining relationships.

Skills

SaaS leadership

Customer functions

Hands-on leadership

Process & scale

Customer/business judgment

Data-driven decisions

Clear communication

Cross-team collaboration

adaptability

Serving diverse customers

Job description

Ludus, a Michigan-based SaaS company, is seeking a Head of Customer Success. You will own the customer success strategy, collaborate with Account Management, Onboarding, and Support, and drive adoption with Product and Sales.

This hands-on leadership role requires guiding managers, owning escalations, and delivering measurable improvements in retention and growth. You will partner with teams to implement scalable playbooks, track customer health, and ensure a high standard of service while