Senior Head of Customer Success & Support — Remote + Equity

PhillyTech.Co; San Francisco (CA); À distance; USD 100 000 - 200 000; Plein temps

Résumé du poste

PhillyTech.Co in the United States and Canada is seeking a Head of Customer Success & Support to own strategic relationships, lead a small team, and build scalable processes that drive value and long-term renewals.

This fully remote role requires strong overlap with US Eastern hours, offering a long-term, growth-oriented contract with equity and a focus on enterprise accounts and partnerships across banks, venture firms, and vendors.

Qualifications

• 6+ years in customer success or account management.
• Experience leading a team and personally managing customer relationships.
• Track record building or overhauling a CS or support function in a startup.
• Confident communication with C-suite executives and senior stakeholders.
• Experience with enterprise security reviews, vendor risk, procurement, and contracts.
• Proficiency with CRM and support platforms such as Attio and Intercom, plus AI-enabled support.

Responsabilités

• Personally manage strategic accounts across enterprise organizations, financial institutions, and vendor partners.
• Lead, hire, and coach a small CS and support team while maintaining direct account ownership.
• Build and implement onboarding playbooks, SLAs, escalation paths, and ticketing workflows.
• Establish account health scoring to monitor adoption, engagement, value, and renewal risk.
• Identify renewal risks early and coordinate response with Sales.
• Partner with Sales on renewals, pricing discussions, and expansion opportunities.
• Run quarterly business reviews and impact reviews for community partners.
• Conduct performance reviews with vendors to strengthen marketplace participation.
• Own escalations and coordinate timely resolutions across internal teams.
• Help customers navigate enterprise security reviews, vendor risk, procurement, and contract cycles.

Connaissances

Customer success

Enterprise accounts

Team leadership

Startup experience

Executive communication

CRM/Support tools (Attio, Intercom)

AI in support

US-Eastern overlap

Outils

Attio

Intercom

Description du poste

PhillyTech.Co in the United States and Canada is seeking a Head of Customer Success & Support to own strategic relationships, lead a small team, and build scalable processes that drive value and long-term renewals.

This fully remote role requires strong overlap with US Eastern hours, offering a long-term, growth-oriented contract with equity and a focus on enterprise accounts and partnerships across banks, venture firms, and vendors.