Head of Customer Success | 140K-175K + Hybrid + Equity + Bonus | High Growth Legal Tech Startup

Were looking for a Head of Customer Success with a tech savvy SaaS product focused background - youve configured various SaaS applications for this hands-on role you will shape the foundation of the success department and thrive at the intersection of product implementation and customer success.

Responsibilities: 

• Own the full post-sales customer journey from onboarding to long-term adoption and growth.
• Work directly with customers to configure and implement our SaaS application. 
• Translate business needs into technical configurations and workflows that maximize customer outcomes.
• Serve as the bridge between customers and product/engineering bringing feedback and feature requests into the roadmap.
• Develop playbooks and best practices for onboarding adoption and expansion.
• Partner with Sales on renewals and expansions by driving measurable customer value.
• Build the foundations of a scalable CS organization (processes tooling reporting) as the company grows.
• Define customer journeys & health metrics: Create clear journeys for customers build health scores adoption KPIs and dashboards aligned to company OKRs.
• Voice of the Customer: Run strategic business reviews capture and translate customer feedback into product and GTM priorities and build a library of success stories and case studies.
• Collaborate cross-functionally: Work closely with Product Sales and Marketing to ensure customers see value and to influence roadmap priorities with customer data.
• Hire & scale: As the function grows help recruit train and mentor the first CS hires; create onboarding & enablement materials for the team.

Qualifications :

• 6-9 years of customer success experience in a B2B SaaS environment. 
• Strong product background with experience configuring and implementing SaaS applications for customers such as Asana Monday NetSuite or similar platforms.
• Proven experience hiring and scaling a CSM team.
• Proven track record of building or improving CS processes (onboarding adoption renewals).
• Strong experience working with cross functional teams especially sales. 
• Metrics driven with demonstrated results reducing churn and increasing adoption (data-driven approach).
• Strong experience with CRMs and CS tooling preferably HubSpot.
• Excellent communicator with ability to present confidently to technical and non technical audiences. 
• Ownership mindset - you see problems and implement solutions quickly.
• Hands-on execution-oriented - this is a doer role that requires building and implementing not just strategy.
• Must be able to work in a fast-paced environment with the ability to prioritize multitask perform well under pressure meet deadlines and wear multiple hats.
• Excited to work in a startup environment; you have a track record of being adaptable to changing priorities in a fluid high-growth environment.

Additional Information :

About SaaS Talent

SaaS Talent is more than just a recruiting company. Were your hiring business development and growth partner with 20 years of experience in SaaS and Hi-Tech that helps you scale and transform your business. Weve worked with 100 companies and helped them achieve their goals. From streamlining sales marketing and operations to hiring ideal talent and getting funding if youre struggling to grow were an ideal choice.

Reach out to us at  to learn more about how we can help you.

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No

Employment Type :

Full-time