Head of Customer Success

🔥 2 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.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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Rockstar

WebsiteLinkedInAll Job Openings

1 - 10 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Rockstar is a full-service recruitment company that leverages a blend of human expertise and artificial intelligence to help businesses hire better and faster at a lower cost. They offer a comprehensive recruitment service for less than $1,500 per role by providing access to a large talent database, fast and efficient candidate reviews, and human screening. Their proprietary AI enables the review of thousands of applications to quickly match candidates to job descriptions, while custom screening calls are conducted by recruiters in the US, UK, or Australia. Rockstar supports hiring across a wide range of professional roles, including sales, marketing, strategy, product, business operations, analytics, data science, software development, infrastructure, finance, and accounting. This flexible approach allows companies to meet strong candidates without long-term commitments, making it a cost-effective solution for teams of all sizes.

📋 Description

• Lead the global Customer Success and Support function • Report to the COO and serve as a key member of the leadership team • Own strategic customer relationships, retention performance, customer advocacy, and the voice of the customer • Lead and develop a team of 10 Customer Success, Implementation, and Support professionals • Build processes, playbooks, workflows, and resources to support continued growth • Build executive-level relationships with the largest and most strategic customers • Maintain 100% referenceability across top customers • Own portfolio-wide Gross Revenue Retention and Net Revenue Retention • Develop customer success plans and identify risks and opportunities • Partner with the commercial team on renewals and expansion • Gather, consolidate, and prioritize customer feedback • Translate customer needs into actionable insights for Product and Engineering • Partner with Product Management to influence roadmap decisions • Establish expectations, performance standards, and career development • Build the team structure and hiring plan to scale the function • Support complex global rollouts across customer stakeholders and internal functions • Strengthen account planning, customer health, risk management, escalation, support, and executive engagement processes • Report to the executive team on customer health, retention, advocacy, support performance, risks, and growth opportunities • Translate customer and operational data into insights and recommended actions

🎯 Requirements

• Experience supporting the largest enterprise customers and Fortune 500s • 10+ years in Customer Success supporting a tech product • Strong organizational skills and ability to manage multiple workstreams in a fast-paced environment • Excellent verbal and written communication skills with C-level stakeholders • Comfort working with Product Management and driving the opinion of Customer Success on customer needs • Familiarity with Transportation, Parking, or Workplace technology • Ability to work remotely while supporting the time range from Pacific Coast US to East Coast US time • Must be based in the United States or Canada • Preference for candidates based in Eastern or Central time zones

🏖️ Benefits

• Equity participation • Benefits • Remote work without relocating • Career growth opportunity to build and scale a global Customer Success function • Meaningful leadership influence and direct access to the executive team • Product influence over a global enterprise SaaS platform • Work with exceptional customers and talented teammates