Head of Customer Success

BackOps-AI • San Francisco, CA

4d

About The Position

BackOps is redefining how modern operations teams run their businesses. We are experiencing monumental growth, expanding into new enterprise verticals, and building several major capabilities that have not yet been publicly announced. As our enterprise base grows, customer success is becoming a core driver of our business, not a support function. Our largest customers build their operations on BackOps, and how we retain and expand them will define the next phase of the company. We have an early customer success team in place and we are looking for a Head of Customer Success to lead it, own the outcomes, and scale the function as we grow. If you are a high-agency leader who can own a retention and expansion number, coach a team to deliver it, and still step into the most strategic accounts yourself, this role is for you.

Requirements

• 7+ years in customer success, account management, or strategic enterprise roles in B2B SaaS, including direct people management experience
• A track record of leading and developing CSMs or account managers, not only managing your own book
• Proven ownership of net revenue retention, expansion, and renewals at the team level
• Experience managing complex enterprise accounts with six-figure+ ACV
• Strong executive presence and credibility with senior customer stakeholders
• Technical aptitude to learn a sophisticated product and lead a team that speaks credibly about it
• Comfort being measured on a number and holding a team accountable to it
• A builder's instinct: able to sharpen and scale a function, not just maintain one
• Willingness to stay close to the work and carry strategic accounts personally at this stage

Nice To Haves

• Experience in operations, supply chain, logistics, or complex workflow environments is a strong plus

Responsibilities

• Lead, coach, and develop the existing customer success team, and grow it as the customer base expands
• Own net revenue retention, gross retention, and expansion across the portfolio
• Set the CS strategy and sharpen the operating model: segmentation, coverage, onboarding, success plans, and executive business review cadence
• Personally own the relationship for a set of our largest and most strategic accounts
• Drive adoption and time-to-value across Relay and the AI Process Center
• Own the cross-sell and upsell motion across the portfolio and align it with sales
• Stand up and refine health scoring and early-warning systems to manage churn and contraction risk proactively
• Own the retention and expansion forecast and report it to leadership
• Define clean handoffs with Sales so expansion and renewal accountability are unambiguous
• Serve as the executive voice of the customer to Product, turning account patterns into roadmap influence
• Establish the tooling, data, and processes that let the function scale without losing rigor

Benefits

• Competitive base + variable tied to retention and expansion + equity

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed