Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Head of Customer Success & Onboarding at Sauce, a restaurant technology platform. Leading teams to improve customer satisfaction and streamline onboarding.
Responsibilities
- Own team-level NRR/GRR, activation, time-to-value, and product adoption.
- Lead both CSM and Onboarding teams across customer segments—from long-tail to VIP.
- Ensure every customer follows a clearly defined, well-supported journey from contract to “Sauce is indispensable.”
- Create a culture where follow-through, collaboration, and steady execution build trust—internally and with customers.
- Maintain, refine, and document onboarding and success playbooks.
- Personally manage a small portfolio of strategic, complex, or at-risk accounts.
- Work closely with Support to resolve issues quickly, spot patterns, and help translate learnings into product or process improvements.
- Maintain clean health scores, workflow tracking, and task management across the CS platform/CRM.
Requirements
- 6–8+ years in Customer Success and/or Onboarding within B2B SaaS, with 2–4 years leading teams.
- A proven ability to improve retention, adoption, onboarding speed, or customer health.
- Comfort operating at the detailed level—workflows, tickets, handoffs, timelines, and process mapping.
- Excellent communication skills, with empathy for busy, often non-technical SMB customers.
- A leadership style rooted in clarity, consistency, persistence, and positive problem-solving.
- Experience working with restaurants or other local SMBs.
- Experience overseeing both onboarding and post-go-live success under one team.
- Familiarity with CS tools, playbooks, automation, and lightweight operational systems.
Benefits
- Strong & Competitive Compensation Package, Including Equity
- Company-Sponsored Insurance Package (Health, Dental, Vision, Mental Health)
- Paid Parental Leave
- Flexible Work Environment
- Responsible Paid Time Off Policy
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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