Company Description

This position is open to candidates anywhere in the United States or Canada. Strong overlap with US Eastern business hours is required.

This is a long term, full time growth opportunity structured through a contractor agreement, which is how our client hires across the team. They’re looking for your full commitment during business hours and intend to invest in you as a lasting member of the company, with ownership, close collaboration with leadership, and room to grow as the business scales.

ARE YOU READY TO BUILD THE CUSTOMER SUCCESS FUNCTION BEHIND A PLATFORM THAT HELPS BUSINESSES SAVE MONEY, FIND TRUSTED PARTNERS, AND GROW?

Our client is a SaaS company powering branded vendor marketplaces for banks, venture capital firms, private equity firms, and business communities.

Their platform connects businesses with vetted software and service providers, preferred pricing, and valuable offers across the tools they need to operate and scale.

For investment firms, that means helping portfolio companies find trusted providers and make better spending decisions. For banks, it means giving business customers more reasons to engage and stay. For vendors, it creates a channel to reach relevant business customers.

Our client is hiring a Head of Customer Success & Support to personally own strategic relationships, lead a small team, and build the processes that help customers recognize value and stay for the long term.

Why This Opportunity Is Exciting

• You’ll shape the function. You’ll have a direct role in designing how customers onboard, how the team supports them, how account health is measured, and how renewal risks are addressed.
• You’ll stay close to important customers. Your portfolio will span enterprise organizations, financial institutions, and vendor partners.
• You’ll see the commercial impact of your work. Better adoption, stronger relationships, earlier risk detection, and successful renewals will be central to your contribution.
• You’ll help build what comes next. This is an opportunity for someone who wants to grow with the business while creating a stronger foundation for its customer success and support team.

Culture

This opportunity suits a hands on leader who enjoys both building systems and managing relationships.

You can lead a customer review, coach a team member, work through an escalation, and identify the process improvement that prevents the same issue next time.

You bring structure to a startup environment. You establish clear ownership, make practical decisions, and follow through.

Benefits and Engagement

• Fully remote from anywhere in the United States or Canada.
• Long term opportunity designed for someone who wants to build and grow with the company.
• Direct collaboration with leadership, Sales, Product, and Engineering.
• Ownership of strategic accounts and the customer success operating model.
• Opportunity to lead, develop, and help grow a small team.

Job Description

The Head of Customer Success & Support will own customer relationships after the sale across both sides of the marketplace: the organizations operating business communities and the paying vendor partners serving them.

You’ll personally manage strategic accounts while leading, hiring, and coaching the customer success and support team.

You’ll also build or improve the processes that make the function effective: onboarding playbooks, service level agreements, escalation paths, ticketing workflows, and account health scoring.

Working alongside Sales, you’ll connect adoption and engagement to customer value, identify risks well before renewal, and support renewal and expansion conversations.

Responsibilities

• Personally manage strategic accounts across enterprise organizations, financial institutions, and vendor partners.
• Lead, hire, and coach a small customer success and support team while maintaining direct account ownership.
• Build and implement onboarding playbooks, service level agreements, escalation paths, and ticketing workflows.
• Establish account health scoring to create visibility into adoption, engagement, value, and renewal risk.
• Identify renewal risks at least 120 days in advance and coordinate response plans with Sales.
• Partner with Sales on renewals, pricing discussions, and expansion opportunities.
• Run quarterly business reviews and impact reviews that show community partners the value they receive.
• Conduct performance reviews with vendors to assess outcomes and strengthen their marketplace participation.
• Own escalations and coordinate timely resolutions across internal teams.
• Help customers navigate enterprise security reviews, vendor risk assessments, procurement requirements, and contract cycles.
• Bring actionable customer and vendor insights to Product and Engineering.
• Use CRM, support tools, and AI to improve service consistency and help the team support more customers effectively.

Qualifications

• 6+ years of customer success or account management experience, including at least 3 years managing enterprise accounts.
• Experience leading a team while personally managing customer relationships.
• A track record of building or overhauling a customer success or support function in a startup environment.
• Confidence communicating with C suite executives, managing directors, and other senior stakeholders.
• Experience handling complex escalations and coordinating solutions across departments.
• Familiarity with enterprise security reviews, vendor risk, procurement, and contract and renewal cycles.
• Commercial judgment and comfort participating in renewal, pricing, and expansion conversations.
• Experience using customer data to understand account health and prioritize action.
• Proficiency with CRM and support platforms such as Attio and Intercom, plus practical use of AI to scale support.
• Availability for a full time commitment with strong overlap with US Eastern business hours.

Nice to Have

• Financial services or fintech experience.
• Experience supporting banks, investment firms, or enterprise partner programs.
• Experience with marketplaces serving both community partners and vendors.
• A network within the venture capital or private equity ecosystem.

What Success Looks Like

Within 90 days: Core customer success and support processes and service level agreements are live.

During your first year:

• Every account has a health score.
• Net revenue retention meets or exceeds the agreed target.
• Risks among strategic customers and vendor partners are surfaced early enough to act before renewal.

Additional Information

About SaaS Talent

SaaS Talent is more than just a recruiting company. We're your hiring, business development and growth partner with 20+ years of experience in SaaS and Hi-Tech that helps you scale and transform your business. We've worked with 100+ companies and helped them achieve their goals. From streamlining sales, marketing, and operations to hiring ideal talent and getting funding, if you're struggling to grow, we're an ideal choice.

Reach out to us at www.saas-talent.com to learn more about how we can help you.

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