About the role
Job Description
Job Description
The Head of Customer Success & Support will own customer relationships after the sale across both sides of the marketplace: the organizations operating business communities and the paying vendor partners serving them.
You’ll personally manage strategic accounts while leading, hiring, and coaching the customer success and support team.
You’ll also build or improve the processes that make the function effective: onboarding playbooks, service level agreements, escalation paths, ticketing workflows, and account health scoring.
Working alongside Sales, you’ll connect adoption and engagement to customer value, identify risks well before renewal, and support renewal and expansion conversations.
This role requires someone who has managed enterprise relationships and built the systems behind them. You should be equally comfortable speaking with an executive stakeholder and working through the details of a customer workflow.
Responsibilities
• Personally manage strategic accounts across enterprise organizations, financial institutions, and vendor partners. • Lead, hire, and coach a small customer success and support team while maintaining direct account ownership. • Build and implement onboarding playbooks, service level agreements, escalation paths, and ticketing workflows. • Establish account health scoring to create visibility into adoption, engagement, value, and renewal risk. • Identify renewal risks at least 120 days in advance and coordinate response plans with Sales. • Partner with Sales on renewals, pricing discussions, and expansion opportunities. • Run quarterly business reviews and impact reviews that show community partners the value they receive. • Conduct performance reviews with vendors to assess outcomes and strengthen their marketplace participation. • Own escalations and coordinate timely resolutions across internal teams. • Help customers navigate enterprise security reviews, vendor risk assessments, procurement requirements, and contract cycles. • Bring actionable customer and vendor insights to Product and Engineering. • Use CRM, support tools, and AI to improve service consistency and help the team support more customers effectively.
Qualifications
• 6+ years of customer success or account management experience, including at least 3 years managing enterprise accounts. • Experience leading a team while personally managing customer relationships. • A track record of building or overhauling a customer success or support function in a startup environment. • Confidence communicating with C suite executives, managing directors, and other senior stakeholders. • Experience handling complex escalations and coordinating solutions across departments. • Familiarity with enterprise security reviews, vendor risk, procurement, and contract and renewal cycles. • Commercial judgment and comfort participating in renewal, pricing, and expansion conversations. • Experience using customer data to understand account health and prioritize action. • Proficiency with CRM and support platforms such as Attio and Intercom, plus practical use of AI to scale support. • Availability for a full time commitment with strong overlap with US Eastern business hours.
Nice to Have
• Financial services or fintech experience. • Experience supporting banks, investment firms, or enterprise partner programs. • Experience with marketplaces serving both community partners and vendors. • A network within the venture capital or private equity ecosystem.
What Success Looks Like
Within 90 days: Core customer success and support processes and service level agreements are live.
During your first year:
• Every account has a health score. • Net revenue retention meets or exceeds the agreed target. • Risks among strategic customers and vendor partners are surfaced early enough to act before renewal.
Additional Information
About SaaS Talent
SaaS Talent is more than just a recruiting company. We're 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. We've worked with 100+ companies and helped them achieve their goals. From streamlining sales, marketing, and operations to hiring ideal talent and getting funding, if you're struggling to grow, we're an ideal choice.
Reach out to us at www.saas-talent.com to learn more about how we can help you.
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