Head of Customer Success

About the Role

We're looking for a Rockstar Head of Customer Success to join our team at Reacher. This role is ideal for a seasoned Customer Success leader with experience scaling organizations in SaaS.

What You'll Do

• Own vision, strategy and execution of customer success across the entire lifecycle from onboarding, to renewal and expansion
• Oversee scalable onboarding and education processes that accelerate time to value for customers
• Drive retention and expansion by establishing health scores, tracking performance, and spotting churn risks
• Partner with Product and Sales to put customers first and improve LTV
• Optimize usage of Hubspot and other analytics tools to inform better decision making and performance
• Own the content strategy for partner support and knowledge base, partnering with engineering to ensure proper release notes and documentation on new product updates/features 
• Centralize critical client and partner information to improve communication and connectivity across Product and Sales

Required Experience:

• 5+ years in customer success with minimum 2+ years leading teams in SaaS
• Proven track record in scaling CS orgs for SaaS companies
• Data Savvy with a knack for SaaS metrics/KPIs
• Excellent cross functional communication skills 
• Loves fast paced ambiguous settings

Preferred Qualifications:

• Experience working at orgs focused creator/affiliate marketing platforms
• Background in social commerce or influencer marketing data analysis and automation setup experience
• Workshop facilitation and training experience

Why Join Reacher?

• Work directly with the hottest e-commerce platform (TikTok Shop)
• High-impact role with direct influence on company growth
• Competitive compensation + equity with significant upside potential
• Fast-paced startup environment with learning opportunities
• Direct access to founders and leadership team

$110K – $180K • Offers Equity • Offers Performance based Bonus • High-impact role with career advancement opportunities in a fast-scaling company