Head of Customer Success

The Role

Siteline is looking for a Head of Customer Success to join the team. As a foundational leader, you'll have a unique opportunity to set strategy and build processes and tools for scale. Our Customer Success team is responsible for the entire post-sale customer lifecycle from onboarding, adoption, and support through retention and renewals. You'll be at the helm, steering the vision and direction of the department to ensure a positive experience for all customers.

Siteline is headquartered in San Francisco with office space at 77 Geary Street near Union Square. This position is based in our San Francisco HQ where our team works together in-office 4 days a week.

What You'll Do

• Manage a team of 4 Customer Success Managers as they engage with customers, build relationships, drive adoption and retention.
• Oversee support and account administration functions handled by overseas contractors, ensuring quality, responsiveness, and alignment with company standards.
• Own the entire post-sale customer lifecycle including onboarding, adoption, support and technical ticketing, and renewals.
• Lead upselling and expansion efforts to drive adoption of new products within the existing customer base, identifying and capitalizing on opportunities for growth.
• Develop strategy, process improvements, and tooling for continued growth and efficiency.
• Develop and measure key team success metrics including Net Dollar Retention (NDR), time to first value, adoption and engagement goals, and report regularly to leadership.
• Collaborate with cross-functional teams including Marketing, Sales, Product, and Engineering to ensure that the voice of the customer is represented in strategic decisions.

What We're Looking For

• 6+ years in customer success with 4+ years managing customer-facing teams in a SaaS environment
• Experience with 0 to 1 building and scaling customer success operations with a focus on customer accountability and delivering value
• Strong operations leader who is process and product savvy
• Strong people and performance management skills
• Analytical and process-oriented mind with the ability to think strategically along with willingness to execute and build from the ground up with a "no task too small" mindset
• Excellent written and verbal communication skills. Demonstrated ability to present to diverse audiences and effectively communicate with internal stakeholders and customers
• Customer-facing experience with a product that serves industries that are slow to adopt new technology is strongly preferred
• Experience managing or working with distributed teams and international contractors is a plus
• Action-oriented with a bias toward moving quickly. You embody our value of working quickly together—making smart decisions with incomplete information, shipping iteratively, and learning as you go

Bonus Points

• Familiar with Intercom, Salesforce, Notion, and other CS platforms
• Experience with construction, manufacturing, or other traditional industries