Head of Customer Success, US (East Coast)

Your Purpose:

We’re looking for an experienced and data-driven Head of Customer Success (US) to lead our regional CS function, with a strong focus on driving efficiency and excellence in B2B onboarding. This leader will own the strategy, execution, and continuous improvement of how we onboard, support, and retain our US customers,  ensuring every interaction delivers measurable impact and long-term value.

You’ll work cross-functionally with Operations, Product, Marketing, and Sales to simplify the customer journey, accelerate time-to-value, and design scalable onboarding frameworks that combine automation, human touch, and strong commercial outcomes.

Your team:
You will join our Customer Success team, a passionate group committed to providing the best service to our customers, and reporting to the VP Customer Success.

What you will do:

• Lead the US Customer Success organization, including Onboarding, Retention, and Support teams, ensuring alignment with global CS strategy.
• Redesign and scale the B2B onboarding journey, focusing on reducing time-to-first-value (TTFV) and improving activation and adoption rates.
• Implement process efficiencies and automation across onboarding workflows to enable scalability and reduce operational friction.
• Partner with Product, Sales, and Operations to ensure seamless handoffs from Sales to CS, improving data flow, accountability, and customer experience.
• Define and track onboarding performance metrics (activation, adoption, churn within 120 days, NPS, CSAT) and drive continuous improvement through data insights.
• Lead, mentor, and develop a high-performing CS leadership team with a culture of ownership, learning, and customer obsession.
• Collaborate with the Global Enablement and WFM teams to ensure effective resource planning, training, and performance management.
• Represent the voice of the customer within the US market, contributing insights to influence product roadmap and operational priorities.
• Ensure financial efficiency by managing cost-to-serve while maintaining high customer satisfaction.

Please note that while we are a remote-first company, this role will be based in the United States in the EST time zone.

Salary range for this position is $130,000 - $150,000 + bonus.