How Remoteville checks and expires listings
Head of Customer Success Management
Skills
Software As A ServiceAccount ManagementCoachingCustomer Relationship ManagementCustomer SuccessLeadershipReport Writing
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 6+ years of experience in a SaaS Customer Success role
- 2+ years of experience managing a Customer Success team
- Proven track record of owning NRR or retention metrics in a B2B SaaS environment
- Experience managing enterprise client relationships across multiple stakeholder personas
- Commercial acumen with ability to identify expansion opportunities and partner with sales
- Experience building or improving CS processes engagement playbooks and tiered client models
- Able to thrive in a fast-paced collaborative startup environment
- Strong verbal and business writing skills
Nice to have
- Leader
- Strategic
- Hands-on
- Commercially minded
- Data-driven
- Collaborative
- Proactive
Day to day
- Lead and coach a team of Customer Success Managers to deliver strong client outcomes and professional growth
- Own post-launch client health and retention while driving NRR and expansion opportunities
- Build and refine scalable CS strategy, segmentation, and engagement playbooks for enterprise accounts
- Serve as Executive Sponsor for key clients and manage escalations, business reviews, and senior stakeholder relationships