Head of Customer Success

About the role

Tabs is hiring a Head of Customer Success to lead our CS function as we scale. You’ll run the team, own how retention and expansion actually get delivered across the book of business, and partner closely with leadership across Client Services.

Who You Are

• An operator at heart — energized by systematizing what works and iterating relentlessly, not just solving the problem in front of you.
• Comfortable balancing IC work with team leadership: running a team while staying hands-on with key accounts yourself, and setting the people around you up to do their best work.
• Brings deep fluency in finance and accounting workflows, thrives in a fast, high-ambiguity environment, and earns credibility with every audience — CFOs, controllers, AR teams, engineers, and your own team alike.
• Distills complexity into clarity, and lets data, not anecdotes, drive your decisions.

Experience

• 8–12+ years in customer success or post-sale roles, with 5+ years leading and managing teams.
• A track record of building or leading CS teams in high-growth B2B SaaS or fintech, and consistently delivering against retention and expansion targets.
• Proven ability to hire well, coach directly, and hold a high bar without micromanaging.
• A process-builder by nature: you design systems that scale, not just one-off fixes.

What You’ll Do

• Drive retention and expansion: Own how the numbers get hit — the motions, the renewal forecast, the risk management, and the day-to-day execution that protects and grows the base.
• Hire, develop, and retain the team: Lead and grow the CS team — managing both individual contributors and a manager. Define career paths, performance standards, and coaching rhythms, and hold a high bar without micromanaging.
• Be the senior escalation point: Step in decisively with customers when an account needs it — to reset expectations, unblock the team, and drive to resolution.
• Run the operating model: Design and refine escalation paths, staffing plans, workload distribution, success plans, QBR cadences, and renewal and expansion motions — keeping what works and fixing what doesn’t.
• Instrument the function: Build the reporting and tooling that give leadership clear visibility into account health, risk, and expansion opportunities — and prove the impact of the function.
• Own the team’s knowledge base: Keep best practices, tooling and product enablement, configuration preferences, and playbooks current and useful.
• Deliver measurable outcomes: Help customers reduce DSO, deepen automation adoption, and realize clear ROI — and connect team performance to the value Tabs delivers.
• Partner across the company: Own the interface between CS and Implementation, Sales, Support, Product, and Engineering on handoffs, renewals, expansion, and escalations spanning ERPs, CRMs, payments, and tax systems.