Head of Customer Success

Metriport
San Francisco
Workplace: HybridFull timeUSD 190,000 - 250,000 annuallyFunction: Customer Success & Account ManagementExperience: 6+ yearsSkills: ["Customer obsession","Ownership","Problem solving","Cross-functional communication","Leadership"]

Own the full customer lifecycle post-sales, from pilot implementations through expansion and renewals. Serve as the final stop for customer needs and drive account health with measurable policies. Lead a player/coach customer success team alongside Implementation Engineers, Technical Account Managers, and Support Engineers, streamlining processes and improving key metrics like GRR/NRR and NPS. Act as the voice of the customer across Sales, Product, Engineering, and Marketing.

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FursaFursa
Metriport
Metriport
2 days ago

Head of Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Own the full customer lifecycle post-sales, from pilot implementations through expansion and renewals. Serve as the final stop for customer needs and drive account health with measurable policies. Lead a player/coach customer success team alongside Implementation Engineers, Technical Account Managers, and Support Engineers, streamlining processes and improving key metrics like GRR/NRR and NPS. Act as the voice of the customer across Sales, Product, Engineering, and Marketing.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Lead the customer success function for the full post-sales customer lifecycle, including implementations, expansions, and renewals.
  • •Create and operationalize account health measurement and related actions/policies to ensure customer success.
  • •Resolve complex customer issues and ensure swift, appropriate customer success outcomes.
  • •Drive global customer success metrics including GRR, NRR, logo retention, and NPS.
  • •Lead the team by implementing processes and systems, upskilling team members, and eventually guiding CS hiring.

Pay and Benefits

Salary: USD 190,000 - 250,000 annually
Perks:Health InsuranceDentalVision401kRemote WorkPaid LeaveMacbookOff-sitesMeal Allowance

Key Requirements

  • •7+ years of experience, including 5+ years in Customer Success, Account Management, Solutions, or Implementations.
  • •Previous experience as Head of CS/Account Management/Implementations (or equivalent).
  • •Experience managing both large enterprise accounts and higher-volume mid-tier/startup accounts.
  • •Experience growing customer success from 1 to 100 at an early-stage startup (Seed to Series C).
  • •Ability to operate with ambiguity and execute on ambiguous objectives with efficient solutions, plus prior engineering background used in non-engineering roles.
Experience:6+ yearsHealthcareHealthcare interoperabilityEarly stage startups
Skills:Customer obsessionOwnershipProblem solvingCross-functional communicationLeadership
Tech Stack:Amazon Web Services (AWS)Node.jsReactTypeScript

Eligibility

Nationality:US National
Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Metriport
Metriport provides a SaaS metrics platform that centralizes, validates, and visualizes business and product metrics to help teams track KPIs, ensure data reliability, and make data-driven decisions.
Industry: Data Infrastructure
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