Head of Customer Success (Portfolio)

A fast-growing Seed stage company in our portfolio is seeking an experienced Customer Success leader to manage relationships with customers, grow the business, and deliver a great experience to users. This is a senior role with a mix of hands-on and strategic responsibilities and the opportunity to build and manage a team overall.

In this role, you will:

• Develop CS infrastructure and best practices through building processes, writing playbooks, etc.
• Own a portfolio of accounts hands-on - this is a player-coach role.
• Scale the CS team through hiring and managing.
• Contribute directly to commercial efforts like renewals, upsells, and customer retention.
• Define how CS interacts with the rest of the organization.
• Collect and relay customer feedback to improve customer experience.

For this role, you should have:

• 5+ years of customer success experience in fast-growing start-ups
• Experience in a commercially-oriented CS role (aka not support-oriented) with a variable compensation component
• Comfort working hands-on with customers
• People management experience
• There is a strong preference for candidates who have worked with products that utilize a monthly/quarterly business model
• Fluent written and spoken English

This is a discreet search - if your background is relevant, we will be in touch to provide more information about the company.