Head of Customer Success

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $194k - $291k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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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:

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Payscale

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2002

💼 Consulting

📣 Marketing

👥 HR Tech

💰 $7M Venture Round on 2011-07

Consulting • Marketing • HR Tech

Payscale is a compensation data and software company that provides cloud-based compensation management solutions to HR leaders and compensation teams. Their products (Marketpay, Payfactors, Paycycle) combine proprietary pay data (over 250 billion data points) and AI-powered analytics to deliver market pricing, pay equity, compensation planning, and pay transparency tools for organizations of all sizes. Payscale offers services including customer success, implementation, managed services, and training; they produce research reports, surveys, and tools (salary research, cost-of-living calculator) to support data-driven pay decisions. The company serves enterprise and global clients, including Fortune 500 companies, and supports both employers and job seekers with compensation insights.

📋 Description

• Own the overall strategy, execution, and results of the Customer Success organization • Lead Customer Success teams across Enterprise, Mid-Market, and SMB segments • Shape the customer experience and operationalize an outcomes-oriented, trusted-advisor approach • Partner with the People team on job titles, levels, and career paths • Develop segmented lifecycle-management strategies for high-touch and scale segments • Partner with Operations and Customer Education on digital adoption and enablement for scale segments • Partner with Sales on upsell and cross-sell opportunities • Ensure Gainsight is configured and managed for Customer Success needs • Partner with Marketing on collateral, customer communications, and advocacy programs • Support migrations from legacy products to next-generation solutions • Create and maintain a voice-of-the-customer program, including NPS and customer satisfaction surveys • Establish cross-functional cadences for customer feedback and innovation • Develop repeatable processes and templates for feature adoption, onboarding, QBRs, and expansions • Manage customer health scores, adoption metrics, and success plays in Gainsight • Own executive dashboards for renewal forecasts, churn risk, and win/loss analysis • Engage with customers to resolve outstanding satisfaction issues • Meet and exceed quarterly customer and revenue retention targets • Report to the VP of Customer Success

🎯 Requirements

• 15+ years in Customer Success management leading both Enterprise and Scaled CS functions • 10+ years as a people leader running Customer Success or account management teams • Knowledge and experience of the SaaS business model, industry metrics, and customer lifecycle management best practices • Proficiency in Gainsight • Experience with business planning during transformations, territory assignments, and reporting • Strong analytical skills and ability to tell stories with numbers • Ability to work with senior stakeholders and present to senior executive audiences • High-speed internet with a minimum speed of 100 Mbps if working from home • Dedicated workspace with reliable Wi-Fi signal • Device for multifactor authentication (MFA/2FA) • Must be legally authorized to work in the United States; sponsorship requirements are addressed in the application

🏖️ Benefits

• Annual corporate bonus eligibility • Flexible paid time off • 14 paid company holidays, including 2 floating holidays • Medical, dental, life, vision, and disability insurance covered up to 100% by Payscale • Unlimited infertility coverage through medical plans • Supplemental health benefits for employees and families • 401(k) retirement program with fully vested immediate company match • 16 weeks of paid parental leave for birthing and non-birthing parents • Health Savings Account options and company contributions • Flexible Spending Account options • Annual remote work stipend for wellness or home office equipment • Continued learning and development opportunities • Executive leadership exposure through AMAs • Employee Resource Groups • Company-sponsored volunteer hours • Flexible remote-first work from home, company-paid coworking spaces, or a combination • In-person company events usually a few times per year

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