Head of Customer Success

Flowhub•Miami, FL

3d•$225,000 - $225,000•Hybrid

About The Position

Flowhub is seeking a Head of Customer Success to lead and build the post-sales operating system for their customer base. This role is responsible for everything that happens after a deal closes, including adoption, value realization, renewals, and expansion. The ideal candidate will inherit a Customer Success function that is in motion but needs further development in areas such as account health scoring, QBR cadence, churn save framework, expansion motion, and voice-of-customer feedback loops. The Head of Customer Success will also manage the Product Support Manager and collaborate with other leaders to ensure a cohesive customer journey. This is a leadership position with significant autonomy, reporting directly to the CEO.

Requirements

6+ years in Customer Success, Account Management, or a related post-sales role, with a track record of owning retention and growth.
Demonstrable CS function-building experience (either 2+ years leading a CS team or senior IC scope owning meaningful pieces of function-building work).
Experience building CS at a SaaS company through a high-growth stage (ideally Series B through D).
Vertical SaaS comfort (restaurant tech, home services, healthcare practice management, legal tech, multi-location SMB SaaS, or similar).
Strong analytical instincts; ability to set metrics, read data, and act on it.
Familiarity with CS platforms and modern CRM (Salesforce, Gainsight, ChurnZero, Catalyst, or similar).
A tenure pattern suggesting completion of initiatives (e.g., two-plus years at most recent roles).
Must be able to work in the Miami office most of the week, with flexibility for one or two remote days.

Nice To Haves

Experience in regulated and compliance-heavy environments.
Experience bringing SaaS operating systems into new verticals.
Experience working in a regulated retail environment.

Responsibilities

Own retention and expansion outcomes, measured by NRR, GRR, renewal execution, and expansion ARR.
Build the forecasting discipline and account-health visibility.
Develop the CS playbook, including account health scoring, QBR cadence, churn save framework, expansion motion, and voice-of-customer feedback loops.
Coach the current CS Manager and develop the CSM team, setting the standard for customer partnership.
Hire ahead of growth as the company scales into new verticals.
Manage the Product Support Manager, ensuring leadership oversight and connecting Product Support and Customer Success for a unified customer experience.
Set the operating cadence with Sales, Product, Onboarding, and Marketing to ensure smooth handoffs.
Be present with strategic accounts, demonstrating executive-level customer partnership.