Head of Customer Success | CCO @ VC backed company

Join XAnge, a leading VC firm, and become the Head of Customer Success / CCO at one of our 80+ portfolio companies. In this role, you will be responsible for designing the customer journey, driving expansion revenue, owning key performance indicators, and leading the customer success team. You should have experience in a B2B SaaS context and a track record of growing a customer success team through hypergrowth.

• Design and implement the customer journey, including onboarding, adoption, and renewal processes, to ensure high retention rates.
• Drive expansion revenue through upselling and cross-selling strategies, collaborating closely with the Sales team.
• Own and monitor key performance indicators related to customer success, such as net revenue retention, churn, and customer satisfaction, and take action to improve them.

• Who we're looking for
• > We care about track record and mindset, not pedigree. 10+ years is a guideline, not a hard rule: exceptional profiles below that threshold are welcome.
• Preferred experience: you have led CS in a B2B SaaS context (50 to 500 employees) and grown a CS team through hypergrowth.

• Hard skills: retention and expansion playbooks (onboarding, QBR, renewals); metrics (NRR, GRR, churn, NPS, CSAT); tooling (Gainsight, ChurnZero, Intercom, Zendesk or equivalent); upsell and land-and-expand motions; account management.
• Soft skills: customer empathy; cross-functional collaboration (Sales, Product, Support); data-driven; coaching and team leadership; calm under pressure.

> 💡 Also relevant: VP Customer Success, Chief Customer Officer, Head of Account Management