Head of Customer Success Job Description Template

The head of customer success leads the function responsible for retention and expansion, which in a subscription business is usually the largest single driver of growth. The role covers team leadership, segmentation, process design and the analytics that make renewal risk visible in advance rather than at the point of cancellation.

Typical Duties and Responsibilities

• Lead the customer success team and its managers
• Own retention, expansion and net revenue retention targets
• Design coverage models and segmentation across the customer base
• Build health scoring and early warning systems for churn risk
• Establish onboarding, adoption and renewal processes
• Analyze churn causes and drive cross functional fixes
• Hire, train and develop the team
• Work with product on the roadmap implications of customer feedback
• Report retention performance and forecast to leadership
• Manage escalations for the most significant accounts

Education

• Bachelor’s degree in business or a related field

Required Skills and Experience

• 6+ years in customer success including team leadership
• Track record improving retention and net revenue retention
• Experience designing coverage models across customer segments
• Analytical capability with health scoring and cohort analysis
• Ability to hire and develop customer facing staff
• Credibility with product and engineering on customer priorities
• Executive communication and forecasting
• Comfort handling significant escalations personally

Preferred Qualifications

• Experience scaling a team through rapid customer growth
• Background in both enterprise and self serve motions