Head of Customer Success in Cambridge, Massachusetts

Job Title

Customer Success Manager

Customer Retention & Renewals

Own the renewal process and forecast across the customer portfolio.

Proactively identify and mitigate churn risk.

Establish account health metrics and customer success best practices.

Drive strong renewal performance and customer advocacy.

Customer Success & Account Management

Oversee the customer journey from onboarding through renewal.

Build executive-level relationships with key stakeholders.

Lead Quarterly Business Reviews (QBRs) and strategic account planning.

Serve as the executive escalation point for customer issues.

Growth & Expansion

Identify and drive upsell and cross-sell opportunities.

Partner with Sales on account growth strategies.

Support customer reference and advocacy programs.

Team Leadership & Operations

Lead and develop the Customer Success team.

Build scalable processes, playbooks, and success metrics.

Maintain accurate forecasting and customer data within Salesforce.

Establish a high-performance, customer-focused culture.

Cross-Functional Collaboration

Serve as the Voice of the Customer across Product, Engineering, Marketing, and Sales.

Influence product direction through customer insights and feedback.

Partner internally to improve customer experience and business outcomes.

7+ years of Customer Success, Account Management, or related SaaS experience.

4+ years leading Customer Success teams.

Proven track record driving customer retention, renewals, and expansion revenue.

Experience managing enterprise customer relationships and executive stakeholders.

Strong operational discipline with Salesforce and customer success metrics.

Builder mentality with experience creating processes and scaling teams.

Experience serving financial services customers is a plus.

Strong renewal and retention performance.

Predictable customer health and renewal forecasting.

Meaningful contribution to expansion revenue.

A scalable Customer Success organization that supports company growth.

We Learn from Our Customers

We actively listen to customers and prospects, using their insights to guide our strategy and innovation.

We Invent Awesome Stuff

We tackle complex problems others have written off bringing bold, differentiated solutions to a market facing billions in online fraud.

We Are Honest, Ethical, and Kind

We operate with integrity and intention in every interaction with customers, partners, and each other.

We Make Each Other Successful

We foster an inclusive, collaborative culture built on mutual respect, support, and continuous learning.