Head of Customer Success

Abacum Inc•New York, NY

24d•Hybrid

About The Position

As Head of Customer Success, you will lead Abacum’s Customer Success team in New York (currently 9 people across Customer Success Managers and Technical CSMs) and own end-to-end customer outcomes: retention, renewals, expansion, and product adoption. You will scale the team and the operating model, ensuring every customer reaches measurable success based on the outcomes defined during the sales and onboarding process. You’ll partner closely with Sales, FP&A Ops (Implementation), Product, Engineering, and Marketing to drive predictable renewals and expansion, and to represent the voice of the customer internally. This is a leadership role with a strong execution focus: you will be hands-on with strategic accounts, build the playbooks and tooling to scale, and develop a high-performing team that consistently delivers value to customers.

Requirements

Full professional proficiency in English (written and spoken).
7+ years in Customer Success / Account Management / Post-Sales leadership in a B2B SaaS environment (high-growth preferred).
3+ years leading and developing CS teams, including performance management and coaching.
Proven experience owning outcomes across renewals, churn reduction, and expansion.
Strong operational mindset: building playbooks, processes, tooling, KPIs, forecasting, and reporting.
Experience building trusted relationships with senior stakeholders (Finance leadership strongly preferred).
Excellent communication and executive presence (written and verbal), plus strong organizational skills.
A “high agency” mentality: hands-on leader who drives execution and raises the bar.

Nice To Haves

Experience selling/supporting finance teams (FP&A, CFO org) and/or business planning / analytics / data products.
Experience working with Technical CSM or solutions/implementation functions and complex onboarding motions.
Comfort with product-led adoption metrics, customer health scoring, and data-driven CS operations.

Responsibilities

Lead & scale a high-performing CS org
Lead, coach, and develop a team of CSMs and Technical CSMs, creating clear expectations, career paths, and performance standards.
Hire and retain “A-players” while keeping attrition low through strong culture, enablement, and management practices.
Build and continuously improve CS playbooks, processes, and tooling to scale impact as Abacum grows.
Own retention, renewals, and expansion
Own performance against churn, renewal, contract extensions, and upsell/cross-sell targets.
Establish forecasting, risk mitigation, and escalation processes to drive predictable renewals and expansion.
Guide your team to create and execute tailored success plans per customer segment/tier, including adoption milestones and commercial outcomes.
Drive adoption and customer outcomes
Ensure customers reach the outcomes defined during sales and onboarding; partner with FP&A Ops (Implementation team) to deliver smooth, accountable handoffs and onboarding success.
Develop and monitor customer health, product usage, and adoption KPIs (including QBR cadence, success plan completion, engagement metrics, and time-to-value).
Implement a process to prioritize, track, and manage customer requests and feedback loops.
Be the voice of the customer internally
Partner with Product and Engineering to surface insights, prioritize issues, and influence roadmap decisions based on customer impact.
Maintain and evolve internal and external knowledge bases (help center, enablement assets, internal playbooks) to support customers and internal teams.
Collaborate with Sales and Marketing on key account planning and advocacy (e.g., reviews, references, case studies).
Lead by example with strategic accounts
Take ownership of a portfolio of Abacum’s most strategic clients, acting as executive sponsor and escalation point.
Build trusted relationships with senior finance stakeholders and drive measurable value realization.