Head of Customer Success

Join GoLinks as the Head of Customer Success, where you'll build and lead the function responsible for onboarding, retention, and growth across our customer base. You'll own the end-to-end post-sale customer journey and shape the strategy for customer success. This high-impact, hands-on leadership role requires experience in scaling a CS organization at a B2B SaaS company.

Responsibilities

• Définir et posséder la stratégie de succès client, y compris l'intégration, l'adoption, l'évaluation de la santé, les renouvellements et les motions d'expansion/upsell.
• Posséder les objectifs de rétention et de rétention nette des revenus (NRR); identifier et agir sur le risque de désabonnement tôt.
• Concevoir et mettre en œuvre des programmes d'intégration évolutifs qui permettent aux nouveaux clients d'obtenir rapidement de la valeur.

Requirements

• Experience with CS/CRM tooling (e.g., Gainsight, Salesforce, HubSpot, or similar)
• A track record of owning retention/NRR targets and building repeatable CS processes from the ground up
• 7+ years in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS company, including 2+ years in a leadership role
• A builder's mindset — you're comfortable creating structure and process in a growing organization, not just operating within an existing one
• Strong analytical skills — comfortable defining and tracking the metrics that matter (NRR, churn, CSAT/NPS, adoption)
• Experience working with both mid-market and enterprise customers, including executive stakeholders
• Excellent communication skills, with experience presenting to internal leadership and external customer executives

Preferred

• Bonus: experience in enterprise IT, knowledge management, or workplace productivity SaaS