Fractional Head of Customer Success
At a glance
Leadership Customer Success role at Reflow. Remote, United States · part-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Manage two CSMs, starting with hands-on product learning before shifting toward team performance
- Hire and onboard new customer success team members, then set their thirty-, sixty-, and ninety-day expectations
- Take part in relevant customer calls to understand and support account work
- Guide customers from pilot through expansion across the complete lifecycle
- Serve as the founder’s primary Customer Success contact and build the function for scale
What you bring
- You have held a VP or Head of Customer Success role at VC-backed B2B startups selling to mid-market and enterprise buyers
- You have substantial experience leading CS teams, including hiring, firing, and establishing performance standards
- You have created an end-to-end customer success lifecycle
- You can work hourly rather than on retainer, log your time, and operate efficiently
- You live in the United States or Canada
Who this fits
This suits an experienced Customer Success leader who can begin hands-on, then manage the team and function with increasing leverage. You’ll work part time in a remote, fractional arrangement and partner directly with the founder. The role is limited to people based in the United States or Canada.
From the employer
We’re building Reflow, a workforce and workflow intelligence platform that helps teams understand and improve how work gets done. We’re a U.S.-based tech company with a high bar for talent, ownership, and execution — and we’re intentional about building a strong, globally distributed team from the start.
What you’ll do
Problem: The founder is managing the Customer Success team today, but needs to free up his time and better set up this team for success.
Specifically, you'll:
Manage our two CSMs
Start super hands-on to learn the product, but then quickly focus on team management and performance
Build out the CS team, including interviewing, hiring, onboarding, and 30/60/90 day performance
Shadow relevant customer conversations
Own the full customer lifecycle from pilot through expansion
Act as the founder's single point of contact for Customer Success
Who you are
Been VP of CS or Head of CS for other VC-backed B2B startups that sell to mid-market & enterprise buyers
Significant experience managing CS teams, hiring, firing, and setting performance standards
Designed the full CS lifecycle end-to-end
Comfortable working on an hourly basis (not retainer), tracking your hours, and moving with efficiency
Based in the USA or Canada only
Nice-to-haves:
Experience with data-heavy, workflow-heavy, or other kinds of highly technical enterprise products
You've built out the founding CS team
Why join
High ownership over technical hiring at an early-stage company.
Direct partnership with the Founder
Opportunity to shape how Reflow hires globally from the ground up.
Flexible, remote, fractional setup with high trust and high expectations.
Compensation:
We offer competitive pay based on the market and where you’re located. The salary ranges in our job postings are intentionally wide because they need to cover both U.S. and international candidates. Our final offer will depend on things like your experience, skill set, and location.
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