Head of Customer Success

🕒 September 28

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 18%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 46 days.
• No salary listed.

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GoLinks

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

⚡ Productivity

🏢 Enterprise

💰 $27M Series A on 2022-02

SaaS • Productivity • Enterprise

GoLinks is a platform that transforms long URLs into short, memorable links called GoLinks. The service enhances information access and collaboration across teams by allowing users to share these links instantly, organizing and maintaining resource accessibility within enterprises. GoLinks also features AI-powered search capabilities, integrations with various applications, and a library for team knowledge. It offers solutions for remote work, increasing productivity, and provides insights through analytics, ensuring data privacy and security. The platform is available on web browsers, iOS, and Android, making it accessible for teams everywhere.

📋 Description

• Define and own the customer success strategy, including onboarding, adoption, health scoring, renewals, and expansion/upsell motions • Own retention and net revenue retention (NRR) targets and identify churn risk early • Design and implement scalable onboarding programs • Partner with Sales on renewals and expansion opportunities • Partner with Product on the customer feedback loop • Establish customer health metrics, QBR cadences, and playbooks for SMB through enterprise account segments • Serve as executive sponsor for key strategic accounts • Report CS performance, including retention, NRR, CSAT/NPS, and adoption, to company leadership • Champion the voice of the customer internally and influence product roadmap and go-to-market decisions • Build and lead the customer success function responsible for onboarding, retention, and growth across the customer base • Own the end-to-end post-sale customer journey from onboarding and adoption through renewal and expansion

🎯 Requirements

• 7+ years in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS company • 2+ years in a leadership role • Track record of owning retention/NRR targets and building repeatable CS processes from the ground up • Experience with mid-market and enterprise customers, including executive stakeholders • Strong analytical skills and experience tracking NRR, churn, CSAT/NPS, and adoption • Excellent communication skills and experience presenting to internal leadership and external customer executives • Builder's mindset; comfortable creating structure and process in a growing organization • Experience with CS/CRM tooling such as Gainsight, Salesforce, HubSpot, or similar • US-based applicant • Legally authorized to work in the United States • Bonus: experience in enterprise IT, knowledge management, or workplace productivity SaaS

🏖️ Benefits

• Top-tier Medical, Dental, and Vision benefits, including FSA • Life Insurance, AD&D, STD, and LTD benefits • EAP and monthly wellness stipend for your physical and mental health • 401(k) retirement plan • Paid Holidays, including a Winter Break • New hire stipend to cultivate a better work environment • All expenses paid company off-sites • Free lunch biweekly at Company meetings • Learning & Development benefits • MacBook Pro or equivalent laptop • Hybrid schedule to manage personal obligations • Flexible remote work environment

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