Head of Customer Success

📋 Description

• Own post-sale outcomes: retention, renewals, expansion.
• Build CS operating system and playbooks for scale.
• Lead Product Support; align PS and CS for a unified experience.
• Define cross-functional cadence with Sales, Product, Onboarding, Marketing.
• Maintain executive visibility with strategic accounts.
• Report to CEO and collaborate with Will Zinsmeister and Royce Luque.

🎯 Requirements

• 6+ years in CS or post-sales with retention growth.
• 2+ years leading CS or senior IC scope building playbooks.
• Built CS in SaaS during high growth (Series B-D).
• Vertical SaaS in regulated environments.
• Strong analytical instincts; set metrics and act on data.
• Familiarity with CS platforms/CRM: Salesforce, Gainsight, ChurnZero, Catalyst.
• Two-plus years at most recent roles; enduring tenure pattern.

🎁 Benefits

• Up to $225K OTE in year one, plus equity.
• Full benefits: medical, dental, vision, life, disability, 401(k).
• Unlimited PTO and paid holidays.
• Hybrid Miami workspace; leadership in-person most of the week.
• Opportunity to build post-sales function for regulated retail.