Head of Customer Success

ServiceUp•Campbell, CA

5h•Remote

About The Position

ServiceUp is building its Customer Success function and is hiring a leader to establish and scale it. The role owns the customer relationship after contract signing, including onboarding customers, bringing their vehicles and people onto the platform, and driving ongoing usage and retention. Because revenue is usage-based, repair orders routed through ServiceUp are a key measure of customer value and Customer Success performance. The Head of Customer Success owns operational relationships with fleet managers, maintenance leads, dispatchers, and drivers. Working in partnership with Sales, the role ensures customers realize the value promised during the sales process. Initially, this is a player-coach position: the leader will manage key accounts and onboarding directly while hiring a team and developing a scalable, data-driven Customer Success function.

Requirements

At least 7 years of Customer Success experience at a B2B SaaS company.
A record of improving retention and adoption that can be demonstrated with metrics.
Experience with a usage-based or transaction-based revenue model.
Willingness to initially serve as a player-coach, personally owning onboarding and key accounts while building the team.
Comfort working with data, including pulling usage data, identifying accounts with declining usage, and reviewing customer-specific metrics with fleet managers.
Hands-on use of AI tools to reduce manual Customer Success work and increase the number of accounts each CSM can cover.
Strong project management skills for multi-site implementations involving many stakeholders.

Nice To Haves

Experience building a Customer Success function from zero or near-zero, including health scoring, playbooks, segmentation, coverage models, and CRM setup.

Responsibilities

Own onboarding from signed contract through steady-state usage, with milestones and targets for time to first repair order and time to value.
Run a structured Sales-to-Customer Success handoff and coordinate launch activities across data loading, user setup, approval rules, shop coverage, and integrations.
Define adoption by customer segment, identify gaps between contracted scope and actual usage, and close those gaps with Operations and the shop network team.
Conduct operational business reviews that demonstrate customer value using metrics such as cycle time, cost per repair, downtime, and savings.
Design and build the account health model, including scoring, leading indicators, and playbooks for each risk level; lead save plans for at-risk accounts.
Lead the monthly cross-functional churn review and turn churn causes into a prioritized list of product and operational improvements.
Hire and lead Customer Success Managers, set the coverage model by segment, and build the Customer Success operating system in the CRM.
Report monthly to the CRO and leadership on retention, utilization, time to value, and account health.
Personally own onboarding and key accounts while building the team and function.