This role is with one of our portfolio companies.
About the role:
We're looking for a Head of Customer Success to lead our 40+ member team of enterprise and mid- market CSMs. You'll own the full post-sales lifecycle - from onboarding to renewals.
Your mandate: make the company the most trusted service partner by building scalable systems, improving retention, and driving measurable business impact. You'll blend empathy with execution, strategy with systems, and leadership with deep operational ownership.
What you will do:
1. Lead a High-Performing CS Organization
- Manage, coach, and scale a team of 50+ Customer Success Managers and Onboarding Specialists across enterprise and mid-market segments.
- Build a strong leadership layer - mentoring managers to drive consistent performance and accountability.
- Foster a culture of ownership, customer obsession, and operational excellence.
2. Own the Customer Journey End-to-End:
- Define and execute customer success strategy across onboarding, engagement, renewals, and expansion.
- Build scalable playbooks for onboarding, engagement, and renewal.
- Use data to identify patterns of success and build proactive programs to improve health outcomes and retention.
3. Drive Retention, Renewal, and Growth:
- Own renewal and net retention goals across the customer base.
- Build systems to track account health, predict churn, and surface growth opportunities.
- Partner with sales & product to deliver upsell motions, new feature adoption,& cross-sell success.
4. Operational Excellence & Insights:
- Define key success metrics (NPS, renewal%, engagement rate, activation, etc.) and review them through a structured operating cadence.
- Collaborate with Product, Ops, & Care teams to translate customer feedback into product improvements.
- Design and automate internal systems and dashboards for visibility and decision-making at scale.
Requirements
- 15+ years of experience in Customer Success, Account Management, or Operations at a high- growth B2B or B2B2C startup (preferably SaaS, fintech, or healthtech).
- Led large CS teams (30-50+ people) serving enterprise and mid-market clients.
- Know how to navigate complex, multi-stakeholder deals (CFOs, and business heads)
- Fluent in scaling systems, building from process to automation while maintaining empathy & trust.
- Are data-driven, strategic, and capable of balancing long-term vision with day-to-day execution.
