Head of Customer Success
At a glance
Director-level Customer Success role at Clera. San Francisco · full-time · $170,000–$220,000 base.
growthroles summary, based on the employer's posting.
What you'll do
- Own customer health and renewal outcomes, working to retain accounts and expand their value
- Build ROI cases and spot concrete ways to grow existing customer relationships
- Run business reviews, learn customer priorities and address risks with key stakeholders
- Set up repeatable onboarding, account planning, health tracking, reporting and renewal workflows
- Work directly with customers while building the Customer Success team, and partner with Product and Engineering on technical issues
What you bring
- At least five years in Customer Success, Account Management, Revenue Operations or another customer-facing role
- You have built Customer Success workflows from scratch at a B2B SaaS company
- You have owned renewals and retention measures and carried out customer expansion opportunities
- You bring commercial judgment and experience handling complex accounts and executive stakeholders
Who this fits
This director-level role suits a hands-on, analytical leader who can manage customers directly while building the function and team. You’ll need to work in person in San Francisco three days each week. Visa sponsorship is unavailable.
From the employer
About the Role
Lead customer experience, retention, and expansion at an early-stage B2B SaaS company. This hands-on leadership role combines direct customer work with building the processes and systems needed to scale Customer Success and inform product direction.
What You'll Do
Own customer health, renewals, retention, and account expansion.
Build ROI-focused business cases and identify opportunities to grow customer relationships.
Lead business reviews, understand customer goals, and proactively address risks with key stakeholders.
Create scalable onboarding, account planning, health monitoring, reporting, and renewal processes.
Manage customer relationships directly while building the Customer Success function and team over time.
Partner with Product and Engineering to resolve technical challenges and improve customer outcomes.
Analyze customer data and metrics to identify trends and improve how the function operates.
What We're Looking For
At least 5 years of experience in Customer Success, Account Management, Revenue Operations, or a related customer-facing role, preferably in an early-stage startup.
Experience building Customer Success processes and workflows from the ground up at a B2B SaaS company.
Experience owning renewals and retention metrics, and identifying and executing expansion opportunities.
Strong commercial judgment and experience managing complex customer relationships and executive stakeholders.
A hands-on, analytical, and process-oriented approach, with comfort operating in a resource-constrained environment.
Compensation & Benefits
Salary range: $170,000 to $220,000 annually. Visa sponsorship is not available.
Location
Hybrid, with three days per week in person in San Francisco, California, United States.
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