Head of Customer Success
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Job Description
Head of Customer Success building the client success function for Hire Overseas, an offshore staffing and HR platform. Driving retention, expansion, and scalable account processes.
Responsibilities:
- Own the client success function at Hire Overseas, an offshore staffing and HR platform placing vetted global talent into U.S. companies
- Design and build onboarding, engagement cadences, health scoring, renewal processes, and expansion playbooks
- Define and consistently deliver the client experience
- Create processes, templates, and frameworks for scalable customer success operations
- Report to founders on portfolio health, retention metrics, and strategic recommendations
- Own client accounts from placement through long-term engagement
- Conduct proactive check-ins and surface risks, opportunities, and insights
- Handle escalations and resolve complex client situations
- Drive retention and identify expansion opportunities including additional placements, new roles, and broader account scope
- Track account health and maintain plans for at-risk clients
- Hire, onboard, and manage account managers and customer success team members as the company grows
- Set standards for client communication, issue resolution, and relationship management
- Build a culture of ownership and proactivity within customer success
Requirements:
- Proven senior-level experience in customer success, account management, or client success leadership in a B2B environment
- Track record of building or significantly improving a customer success function rather than just running an existing one
- Strong written and verbal English communication skills with the authority and confidence to manage senior client relationships independently
- High ownership mindset
- Comfortable operating with full autonomy in a small business environment where structure is still being built
- Data-driven ability to track portfolio health, retention metrics, and client sentiment and translate them into action
- Able to manage a full client portfolio and build scalable processes simultaneously without losing quality
- Experience in staffing, recruiting, HR services, or workforce management (nice to have)
- Background building a customer success function at a startup or founder-led company (nice to have)
- Familiarity with offshore or global hiring and remote contractor placements (nice to have)
- Experience hiring and managing customer success or account management teams (nice to have)
- Familiarity with CRM and customer success tools (nice to have)
- Updated resume
- Short Loom video (1 to 2 minutes) introducing yourself and describing relevant experience
- Only candidates who submit a Loom video will advance to the next step
Benefits:
- 100% remote setup so you can work wherever you're most productive
- Availability during US business hours
- Work directly with founders at a growing offshore staffing company with real traction and a strong client base
- Full autonomy over customer success strategy, process, and outcomes
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