Head of Customer Success
GoLinks•Remote, USA, Remote, USA
•Hybrid
About The Position
GoLinks is looking for a Head of Customer Success to build and lead the function responsible for onboarding, retention, and growth across our customer base. You'll own the end-to-end post-sale customer journey — from onboarding and adoption through renewal and expansion — and will build playbooks and metrics that make customer success a durable growth engine for the company. This is a high-impact, hands-on leadership role for someone who has scaled a CS org at a B2B SaaS company and wants to shape the strategy, not just execute against someone else's.
Requirements
- 7+ years in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS company, including 2+ years in a leadership role
- A track record of owning retention/NRR targets and building repeatable CS processes from the ground up
- Experience working with both mid-market and enterprise customers, including executive stakeholders
- Strong analytical skills — comfortable defining and tracking the metrics that matter (NRR, churn, CSAT/NPS, adoption)
- Excellent communication skills, with experience presenting to internal leadership and external customer executives
- A builder's mindset — you're comfortable creating structure and process in a growing organization, not just operating within an existing one
- Experience with CS/CRM tooling (e.g., Gainsight, Salesforce, HubSpot, or similar)
Nice To Haves
- Experience in enterprise IT, knowledge management, or workplace productivity SaaS
Responsibilities
- Define and own the customer success strategy, including onboarding, adoption, health scoring, renewals, and expansion/upsell motions
- Own retention and net revenue retention (NRR) targets; identify and act on churn risk early
- Design and implement scalable onboarding programs that get new customers to value quickly
- Partner closely with Sales on renewals and expansion opportunities, and with Product on the customer feedback loop
- Establish customer health metrics, QBR cadences, and playbooks for different account segments (SMB through enterprise)
- Serve as an executive sponsor for key strategic accounts
- Report on CS performance (retention, NRR, CSAT/NPS, adoption) to company leadership
- Champion the voice of the customer internally, influencing product roadmap and go-to-market decisions
Benefits
- Top-tier Medical, Dental, and Vision benefits, including FSA
- Life Insurance, AD&D, STD, and LTD benefits
- EAP and monthly wellness stipend for your physical and mental health
- 401(k) retirement plan to save for your future
- Paid Holidays, including a Winter Break for your rest and relaxation
- New hire stipend to cultivate a better work environment
- All expenses paid company off-sites and free lunch biweekly at Company meetings
- Learning & Development benefits for continuous learning
- MacBook Pro or equivalent laptop for your productivity
- Hybrid schedule to manage your personal obligations
- Flexible remote work environment: coffee shop, beach, or anywhere in between
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
