Job DescriptionThe Head of Customer Success & Support will own customer relationships after the sale across both sides of the marketplace: the organizations operating business communities and the paying vendor partners serving them.You’ll personally manage strategic accounts while leading, hiring, and coaching the customer success and support team.You’ll also build or improve the processes that make the function effective: onboarding playbooks, service level agreements, escalation paths, ticketing workflows, and account health scoring.Working alongside Sales, you’ll connect adoption and engagement to customer value, identify risks well before renewal, and support renewal and expansion conversations.This role requires someone who has managed enterprise relationships and built the systems behind them. You should be equally comfortable speaking with an executive stakeholder and working through the details of a customer workflow.Responsibilities Personally manage strategic accounts across enterprise organizations, financial institutions, and vendor partners.
Lead, hire, and coach a small customer success and support team while maintaining direct account ownership.
Build and implement onboarding playbooks, service level agreements, escalation paths, and ticketing workflows.
Establish account health scoring to create visibility into adoption, engagement, value, and renewal risk.
Identify renewal risks at least 120 days in advance and coordinate response plans with Sales.
Partner with Sales on renewals, pricing discussions, and expansion opportunities.
Run quarterly business reviews and impact reviews that show community partners the value they receive.
Conduct performance reviews with vendors to assess outcomes and strengthen their marketplace participation.
Own escalations and coordinate timely resolutions across internal teams.
Help customers navigate enterprise security reviews, vendor risk assessments, procurement requirements, and contract cycles.
Bring actionable customer and vendor insights to Product and Engineering.
Use CRM, support tools, and AI to improve service consistency and help the team support more customers effectively.
