Head of Customer Success and Support

Job not on LinkedIn

🔥 12 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🏄 California – Remote

🏄 California – Remote

💵 $100k - $120k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 11%

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.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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PhillyTech (SaaS Talent)

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2015

💼 Consulting

📣 Marketing

🎯 Recruiter

Consulting • Marketing • Recruitment

PhillyTech (SaaS Talent) is a leading recruiting and talent acquisition firm focused on helping SaaS and tech startups hire top talent in the United States and Latin America. They specialize in sourcing, recruiting, and onboarding highly skilled professionals across various roles, including IT, product, sales, marketing, and finance. PhillyTech offers comprehensive services such as contingency recruiting, staff augmentation, and business development coaching. With over 25 years of experience, they provide strategic talent acquisition, helping companies scale, innovate, and maintain a competitive advantage in the rapidly evolving tech industry. Additionally, they host 'The SaaS Pulse Show,' a platform where tech leaders share expert insights.

📋 Description

• 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. • Within 90 days, put core customer success and support processes and service level agreements live. • During the first year, ensure every account has a health score, achieve agreed net revenue retention targets, and surface risks early enough to act before renewal.

🎯 Requirements

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

🏖️ Benefits

• 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. • Equity

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