Head of Customer Success

What you'll do: Lead, coach, and performance-manage the Customer Success and Refunds teams Personally manage a portfolio of high-value accounts Partner with Sales on retention and expansion strategy Work with Product and Marketing to identify root causes of cancellations Build KPI benchmarks, daily performance tracking, and a results-based incentive structure Forecast at-risk revenue and get ahead of churn Own and improve the CS ticketing/CRM tech stack Use AI daily to support churn analysis and playbook development What you bring: 6+ years leading customer success A track record of improving retention and growing account revenue Experience personally rebuilding or scaling a small CS team — hiring, performance management, systems Hands-on comfort with ticketing/CRM platforms Strong analytical skills and comfort in the data Excellent negotiation, coaching, and leadership skills Independent judgment — this is a build-it role, not a maintain-it one Pay-per-lead or no-contract subscription business experience is a plus