Head of Customer Success

Compensation

$160,000 base + commission

We’re looking for a Head of Customer Success with deep experience in e-commerce, SaaS, or Fintech to lead and scale a high-impact CS function. This is a hands-on, player-coach role leading a 3-person team, owning retention, expansion, and customer outcomes in a usage-driven product environment.

You’ll be responsible for post-sale success across onboarding, adoption, renewals, and expansion, and will build and launch a new upsell motion in H2 2026. Comfort operating in a fast-moving startup and a strong commercial mindset are critical for success in this role.

• Scale the Customer Success motion across onboarding, go-live, renewals, and expansion
• Build customer health scoring and churn prevention playbooks
• Lead, coach, and hire Activation Specialists and CSMs
• Own a portfolio of e-commerce and SaaS customer accounts
• Launch a new upsell motion to drive expansion and platform revenue
• Present Customer Success strategy and performance to the board
• Act as the voice of the customer with Founders and Product
• Stay close to customer, market, and industry trends

• 8+ years in Customer Success within e-commerce, SaaS, or Fintech
• Experience managing $100K–$2M ARR customers in complex, usage-based environments
• 2+ years of people management experience; sales experience a plus
• Proven success as a player-coach leading from the front
• Strong commercial skills across renewals, expansion, and upsell motions
• Experience operating in early-stage or high-growth startups
• Strong analytical, communication, and stakeholder management skills
• Collaborative mindset across Product, Sales, Marketing, and Engineering
• E-commerce experience required;
  SaaS or Fintech background strongly preferred