Head of Customer Success (Detroit)

Head of Customer Success

About the Company

Noteworthy virtual waitlist app & queue management platform

Industry

Information Technology and Services

Type

Privately Held, VC-backed

Founded

2017

Employees

11-50

Funding

$11-$25 million

Specialties

• waitlist management
• customer analytics
• guest scheduling
• reservations
• waitlisting services
• business inshights
• sms notifications
• and realtime alerts

About the Role

The Company is seeking a Head of Customer Success for North America to join their mission of revolutionizing the customer experience by eliminating long wait times and frustrating queues. The successful candidate will be responsible for leading a team of Customer Success Managers, becoming a product expert, and developing strategies to ensure customer retention, expansion, and advocacy. This role requires a data-driven mindset, a proven track record in B2B-SaaS customer success, and the ability to influence stakeholders at all levels. The Head of Customer Success will also be a strategic advisor to key customers, champion the voice of the customer, and collaborate cross-functionally with sales, product, support, and engineering teams.

Applicants for the Head of Customer Success position should have at least 8 years' experience in B2B-SaaS customer success, with a minimum of 4 years in a leadership role. The ideal candidate will have a strong background in scaling customer success organizations, achieving high NRR and low churn rates, and a deep understanding of customer success metrics, processes, and tools. Technical curiosity and the ability to quickly learn and teach software are essential, as is experience with APIs and custom integrations. The role is remote-first, but candidates based in the Eastern or Central U.S. time zones are preferred. Bonus skills include domain experience in queue management, appointment scheduling, or related industries, and a strong background in Hubspot.

Hiring Manager Title

Global VP of Customer Success

Travel Percent

Less than 10%

Functions