Head of Customer Success (Mid-Market and SMB)

What You’ll Do

• Lead, coach, and develop a team of 4 - 5 Customer Success Managers focused on mid‑market and SMB accounts.
• Own retention, expansion, and health metrics for the segment; set targets and drive team accountability and results.
• Segment accounts and prioritize resources to maximize growth and reduce churn.
• Design and scale playbooks for onboarding, adoption, churn prevention, renewals, and upsell tailored to SMB and mid‑market buyer journeys.
• Partner with Sales, Product, Customer Support, and Marketing to align on go‑to‑market motions, product feedback, and enablement.
• Coach CSMs on delivering compelling business outcomes.

Requirements

• 5 - 7 years in Customer Success roles with at least 3 years managing teams, ideally supporting SMB and mid‑market segments.
• Proven success hitting retention and expansion targets in a B2B SaaS environment.
• Strong operational mindset: experience building playbooks, KPIs, segmentation strategies, and scalable processes.
• Able to hire, develop, and retain high‑performing CSMs.
• Comfortable with data and aligning to customer usage and adoption metrics.
• Exceptional communication and stakeholder management skills.
• Comfortable in a fast‑paced environment and adept at prioritizing competing demands.