About the Role
Build and lead the post-sales function for an early-stage B2B SaaS company serving enterprise customers with a technical product. This hands-on, player-coach role owns the customer journey and commercial outcomes while establishing the processes and systems needed to scale.
What You'll Do
Own onboarding, customer relationships, business reviews, renewals, and expansion across enterprise accounts.
Manage support tickets and customer issue resolution, and build AI agents to triage and automate recurring support work.
Create customer success playbooks, onboarding processes, health scoring, and scalable operating practices from the ground up.
Own retention and expansion results, using a consultative approach to identify growth opportunities and advocate for customers.
Use data to monitor and improve customer success operations and report on retention and expansion metrics.
Identify future team needs and, as the function grows, hire and lead roles such as technical account managers or forward-deployed engineers.
What We're Looking For
Five to ten years of Customer Success experience, including a founding or early Customer Success role at a seed- to Series A-stage B2B SaaS company with a lean team.
Experience building Customer Success functions, playbooks, onboarding, and health scoring from scratch.
Direct, hands-on ownership of renewals, retention, net revenue retention, gross revenue retention, and expansion revenue.
Experience with technical products and enterprise customers, balancing commercial growth with trusted customer partnerships.
Practical experience using CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, along with data analysis tools and AI or automation tools.
Comfort operating as an individual contributor in a resource-constrained environment, with the ability to build and lead a team as needs evolve.
Authorized to work in the United States without visa sponsorship.
Compensation & Benefits
Base salary range: $150,000 to $176,000 annually. Visa sponsorship is not available.
Location
Hybrid, with work in the Redwood City, California area and three days per week in the San Francisco office.