Head of Customer Success

WeBox•San Jose, CA

1d•$100,000

About The Position

The Head of Customer Success is the owner of the Customer Success function, accountable for customer retention, satisfaction, and long-term customer value. This role is responsible for building and leading the Customer Success team, defining scalable processes, and partnering closely with Sales, Operations, and Product to ensure customers consistently achieve meaningful outcomes. This is a leadership role, not an individual contributor position.

Requirements

5+ years of experience in Customer Success, Account Management, or Client Services
3+ years of people management experience
Strong background in B2B, services, or recurring-revenue businesses
Proven ability to build teams, systems, and processes
High ownership mindset with accountability for outcomes

Nice To Haves

Experience scaling Customer Success from early stage to growth stage
Familiarity with CRM and CS platforms (e.g., Salesforce, HubSpot, Gainsight)
Experience working in fast-paced startup or scale-up environments

Responsibilities

Define the Customer Success vision, strategy, and success metrics
Design and continuously improve the full customer lifecycle: Onboarding Ongoing engagement Retention and renewal
Establish customer segmentation and customer health frameworks
Build, lead, and develop the Customer Success team
Set clear goals, expectations, and performance standards
Create a scalable operating model for Customer Success
Own key metrics including retention, churn, customer health, and satisfaction
Lead relationships for strategic and high-risk customers
Drive renewal readiness and long-term partnerships
Act as the voice of the customer across Product, Operations, and Sales
Translate customer insights into process and product improvements
Balance customer needs with operational scalability
Build dashboards and review cadences to monitor customer health
Provide clear visibility into customer risks, trends, and opportunities
Partner with executive leadership on customer-related strategy