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 leadership role 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

Compensation Range: $110K - $180K