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
- Lead Customer Success programs at SugarCRM, ensuring customer satisfaction and growth through scalable initiatives. Collaborate cross-functionally to enhance customer experiences and drive retention.
Responsibilities
- Lead and manage a team of Customer Success Managers (CSMs) focused on delivering a digital-first, metrics-driven customer success program for our Core customer segment.
- Design, implement, and continuously improve scalable programs across the customer lifecycle, including guided onboarding journeys, renewal campaigns, and adoption campaigns.
- Drive accountability for both team performance and program performance through clear metrics, reporting, and continuous optimization.
- Develop playbooks, standard operating procedures (SOPs), and frameworks that enable the team to deliver consistent, repeatable, and measurable customer outcomes.
- Measure and report on key customer success outcomes—including adoption, retention, efficiency, and revenue metrics—using data to inform decisions and improve customer experiences.
- Leverage data and automation tools (including AI-enabled solutions) to maximize efficiency and scale, while ensuring customer journey touchpoints are high-impact.
- Partner cross-functionally with Sales (renewal and expansion), Marketing (customer campaigns and advocacy), Product (feedback and adoption alignment), and Support (case and escalation patterns) to align programs with business goals.
- Apply a customer journey and adoption mindset to program design, ensuring initiatives directly influence retention, growth, and long-term customer success.
Requirements
- 5-7 years of experience in Customer Success, Program Management, or a related SaaS leadership role, including 1–3 years of people management experience.
- Strong track record of building and scaling metrics-driven, programmatic CS initiatives (digital-first, automation, adoption and renewal campaigns).
- Demonstrated ability to attract, develop, and retain a high-performing team, driving a culture of accountability and operational excellence.
- Fluency with key SaaS and CS metrics, including adoption, efficiency, GRR, and NRR.
- Analytical and process-minded leader, with experience developing playbooks, SOPs, and frameworks that drive measurable results.
- Strong technical aptitude and familiarity with automation, AI tools, and CRM systems, enabling data-driven decisions and scalable execution.
- Ability to balance strategic thinking with operational execution — an “operator” who can design and optimize programs rather than focusing solely on individual customer relationships.
- Ability to collaborate effectively across diverse teams and communicate clearly and influence stakeholders, while maintaining a strong customer-centric mindset.
Benefits
- Excellent healthcare package for you and your family
- Savings and Investment – 401(k) match
- Unlimited Paid Time Off
- Paid Parental Leave
- Online Legal Services (Rocket Lawyer)
- Financial Planning Services (Origin)
- Discounted Pet Insurance (Embrace Pet Insurance)
- Corporate Benefit Program (Working Advantage). This benefit offers you exclusive travel and entertainment offers and special discounts that are not available to the general public
- Health and Wellness Reimbursement Program
- Travel Discounts
- Educational Resources - Career & Personal Development Program
- Employee Referral Bonus Program
- We are a merit-based company - many opportunities to learn, excel and grow your career!
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Customer Success Manager managing customer portfolios at preezie. Improving customer experience and retention with a hybrid work model in Australia.
Customer Success Manager II at RapidScale driving customer relationships and managing cloud service performance for technology solutions. Advocating for customer success and addressing their needs proactively.
Senior Customer Success Manager focusing on client migrations and onboarding at S&P Global. Lead customer engagement and relationships across global strategic accounts.
Lead the Delivery & Customer Success team at Optiml, ensuring client value through complex software implementations and efficient operations. Executive collaboration for enterprise clients in real estate and energy.
Customer Success Manager serving as primary contact for eye care practitioners. Overseeing onboarding, training, and technical support while ensuring customer satisfaction with WAVE’s software.
Customer Success Specialist coordinating customer journeys and resolving issues for European clients. Engaging with technical teams to support CSMs in customer success initiatives.
Customer Success Team Lead maximizing customer engagement and operational effectiveness on Clutch's platform. Overseeing customer retention strategies and mentoring team members in a hybrid work environment.
Customer Success Representative providing support for French and English speaking users. Guiding users through the platform and resolving issues in a hybrid environment.
Manager executing VMware Customer Success initiatives at SHI, focusing on VCF adoption and retention. Collaborating across teams to enhance customer value and drive successful outcomes.