Head of Customer Success
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Head of Customer Success leading global retention, advocacy, and support for an enterprise parking SaaS platform. Managing a 10-person team and strategic customers across the United States and Canada.
Responsibilities:
- Lead the global Customer Success and Support function
- Report to the COO and serve as a key member of the leadership team
- Own strategic customer relationships, retention performance, customer advocacy, and the voice of the customer
- Lead and develop a team of 10 Customer Success, Implementation, and Support professionals
- Build processes, playbooks, workflows, and resources to support continued growth
- Build executive-level relationships with the largest and most strategic customers
- Maintain 100% referenceability across top customers
- Own portfolio-wide Gross Revenue Retention and Net Revenue Retention
- Develop customer success plans and identify risks and opportunities
- Partner with the commercial team on renewals and expansion
- Gather, consolidate, and prioritize customer feedback
- Translate customer needs into actionable insights for Product and Engineering
- Partner with Product Management to influence roadmap decisions
- Establish expectations, performance standards, and career development
- Build the team structure and hiring plan to scale the function
- Support complex global rollouts across customer stakeholders and internal functions
- Strengthen account planning, customer health, risk management, escalation, support, and executive engagement processes
- Report to the executive team on customer health, retention, advocacy, support performance, risks, and growth opportunities
- Translate customer and operational data into insights and recommended actions
Requirements:
- Experience supporting the largest enterprise customers and Fortune 500s
- 10+ years in Customer Success supporting a tech product
- Strong organizational skills and ability to manage multiple workstreams in a fast-paced environment
- Excellent verbal and written communication skills with C-level stakeholders
- Comfort working with Product Management and driving the opinion of Customer Success on customer needs
- Familiarity with Transportation, Parking, or Workplace technology
- Ability to work remotely while supporting the time range from Pacific Coast US to East Coast US time
- Must be based in the United States or Canada
- Preference for candidates based in Eastern or Central time zones
Benefits:
- Equity participation
- Benefits
- Remote work without relocating
- Career growth opportunity to build and scale a global Customer Success function
- Meaningful leadership influence and direct access to the executive team
- Product influence over a global enterprise SaaS platform
- Work with exceptional customers and talented teammates
Similar Jobs
Tier 3 Customer Success Specialist
Tier 3 Customer Success Specialist designing workflows, SOPs, and reusable tools for NeoWork’s US-based clients. Improving customer operations through data-driven process design from a remote Colombia team.
Customer Success Specialist
TikTok Shop operations specialist supporting listings, fulfillment, promotions, and reporting. Helping Envision Horizons grow brands across Amazon, Walmart, and other retail media networks.
Customer Success Manager
Customer Success Manager driving renewals, expansions, and retention for DBeaver’s open-source and enterprise database software. Building customer relationships, onboarding users, and improving satisfaction.
Client Success Coach
Client Success Coach helping financial advisors adopt eMoney’s financial-planning platform. Delivering consultative onboarding, coaching, and scalable learning programs to improve product usage and retention.
Customer Success Manager
Forward-deployed identity strategist helping Jumio customers prevent online identity fraud. Designing risk strategies, identity workflows, and customer implementations for Jumio’s enterprise clients.
Customer Success Manager, French-speaking – Airline or Airline Catering
Customer Success Manager supporting LimeFlight’s sustainable inflight service management software for airline customers. Driving adoption, retention, expansion, implementations, training, and strategic stakeholder relationships.
Customer Engagement Specialist
Customer Engagement Specialist promoting SAIC’s managed cybersecurity services to Texas government customers. Building relationships, coordinating outreach, and driving service adoption through virtual and in-person events.
Microsoft Dynamics 365 CRM Specialist
Microsoft Dynamics 365 CRM Specialist developing Azure and Power Platform solutions for GRI, the global sustainability reporting standards organization. Supporting business stakeholders and users across the organization.
Principal Customer Success Manager – Banking
Principal Customer Success Manager helping banking clients adopt Equifax’s regulated financial solutions. Driving satisfaction, retention, renewals, and revenue expansion through strategic account partnership.
Senior Meta Ads, Client Success Manager
Senior Meta Ads manager driving qualified leads and ROI for a Sydney-based digital agency. Managing campaigns, budgets, optimisation, and client relationships remotely.
Customer Success Specialist
Customer Success Specialist troubleshooting systems and onboarding Airbnb hosts, vacation rental managers, and hotel-industry leaders. Managing Tier 1 support, Salesforce tickets, technical projects, and client relationships.
Customer Success Manager
Customer Success Manager growing retention, adoption, and account value for foreUP golf software customers. Fully remote within the United States.
Customer Success Manager
Customer Success Manager leading enterprise onboarding, retention, and account teams for GoTab’s Fishbowl restaurant relationship platform. Supporting complex POS integrations and loyalty launches for major restaurant brands.
Customer Success Manager
Manager leading GitLab’s North America customer success teams. Driving software adoption, measurable outcomes, executive partnerships, and customer advocacy.
Customer Success Operations Specialist
Sales Operations Administrator supporting renewal quotes, contracts, and Salesforce data for Arctic Wolf’s cybersecurity business. Managing quote-to-cash workflows with Customer Success, Sales, Channel, Operations, and Billing teams.
Customer Success Manager
Customer Success Manager helping service organizations maximize Unit4 ERP software value. Driving adoption, retention, business outcomes, and expansion opportunities.
Senior Customer Success Manager
Senior Customer Success Manager driving customer outcomes, renewals, and expansion for ChartHop’s HR platform. Advising HR, Finance, and People leaders on workflows and adoption.
Customer Success Manager
Customer Success Manager leading Granicus's ANZ customer success team. Driving adoption, retention and growth for government-focused cloud and digital solutions.
Senior Customer Success Manager
Senior Customer Success Manager managing enterprise clients for Pacvue’s commerce media advertising platform. Driving account growth, technical enablement, and product improvements.
SMB Construction Success Manager
Construction Success Manager helping U.S. construction teams adopt Fieldwire’s project-management platform. Training clients, improving workflows, and driving account value through ongoing engagement.