Head of Customer Success
HybridSugar Land, Texas, United States
Job Summary
Translate the CCO's vision into strategy and initiatives to drive retention (GRR) and mature CS Operations/Analytics capabilities. Build a team structure for fast growth across a multi-product portfolio, executing plans that turn strategy into operational change at scale. Maintain a direct pulse on the customer base by connecting regularly to understand workflows and pain points, using frontline insights to validate execution. Evolve department-wide practices by defining playbooks, workflows, and tooling strategies to anticipate emerging customer needs and strengthen account transitions. Mature health scoring, retention forecasting, and root-cause reporting to provide a credible view of account health, leading variance analysis on GRR/renewal performance. Partner with C-level stakeholders, Sales, Product, and Marketing to drive Net Dollar Retention (NRR), generate qualified leads, and cultivate referenceable customers through advisory boards and case studies. Serve as the ultimate escalation point for the CS team, proposing end-to-end resolutions for mutual benefit.
Required Qualifications
- Renewals ownership and multi-product portfolio experience
- 5+ years of progressive leadership experience in Customer Success or a related customer-facing function, including experience managing people managers (not just individual contributors)
- Fluency with tools like Gainsight and Salesforce, with a track record of setting tooling strategy
- Analytically fluent, able to question and validate retention analysis, distinguish correlation from causation, and identify root-cause drivers
- Self-actualized and committed to continuous improvement in all processes and team operations
- Expert communication skills, with the ability to hold C-level customer conversations that advance the relationship and move business forward for both parties
- Strong SaaS business acumen, decisive execution, and cross-functional collaboration skills
- Financially literate, comfortable with budget planning, GRR, and renewal economics
- Proven experience in enterprise B2B SaaS, where product adoption is driven top-down. Understands how to navigate complex, multi-stakeholder environments and drive utilization through organizational change management rather than individual end-user (Product-Led Growth) motions
- Limited travel
- Required to be in office Tues/Wed
Desired Qualifications
- 2+ years leading a $250M+ SaaS Customer Success organization
- MBA or advanced business degree, or an industry-recognized Customer Success credential (e.g., Certified Customer Success Manager (CCSM) or Gainsight Certified Administrator)
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