Head of Customer Success

The role

You will build and lead the customer success team to own the full customer lifecycle. You will set strategy, build playbooks, and manage retention metrics while working with Sales, Product, and Leadership.

What you will do

• Own the health, retention, adoption, and growth of the customer portfolio
• Build the customer lifecycle including onboarding, playbooks, and renewal motion
• Implement scalable methodologies and programs
• Serve as an executive sponsor and escalation point
• Hire, coach, and retain a team of enterprise Customer Success Managers
• Manage performance and career growth
• Partner with Sales to create renewals and upsell processes
• Translate customer insights into product features
• Partner with SIs and strategic partners

Required qualifications

• 8+ years in customer success, account management, or a related customer-facing role, usually B2B SaaS
• 2–4+ years managing people: hiring, coaching, and building a team from a few CSMs up to large scale
• Startup or scale-up background
• Experience with SMB, mid-market, and enterprise customers

Nice to have

• Ideally having built a CS function from scratch or taken it from “founder-led” to repeatable

Benefits

• Equity
• Fully paid health coverage through Aetna
• Top-tier dental and vision coverage through Guardian
• Carrot Fertility Pro
• 12 weeks of paid parental leave
• Unlimited PTO
• Regular 4-day holiday weekends
• 401(k) through Vestwell
• Paid relocation support
• Fully equipped workspace including laptop, monitor, keyboard, and $200 stipend
• Catered Friday lunches
• Team dinners and unlimited coffee + snacks

About the company

Confido is the AI operating system that runs cash application, deductions, trade and planning in one place for CPG brands. They are trusted by 250+ brands managing $30B+ in revenue.