Head of Customer Success

2 weeks ago

Tel Aviv, Tel Aviv, Israel Discreet Company Full time $120,000 - $200,000 per year

We're Hiring: Head of Customer Success | B2B SaaS
• Customer Retention
• Growth
• Leadership

A global
B2B SaaS company
in hyper-growth mode is seeking a
Head of Customer Success (CS)
to take full ownership of the
post-sale journey
and build a
world-class customer success organization
.

This is a confidential
leadership role
for someone who is both strategic and hands-on, with proven experience in
customer retention, upsell, cross-sell, and expansion strategies
, driving measurable impact across enterprise accounts.

What You'll Do

  • Define and implement scalable
    customer success strategies, playbooks, and customer lifecycle frameworks
  • Build, lead, and coach a high-performing
    Customer Success team
    (hiring, training, performance management)
  • Design and own the
    end-to-end customer journey
    — from
    onboarding, adoption, renewal, and expansion
  • Establish
    KPIs, customer health scores, and segmentation strategies
    to proactively drive engagement and reduce churn
  • Collaborate cross-functionally with
    Sales, Product, Marketing, and Revenue Operations
    to align on GTM efforts
  • Develop and scale
    customer support functions
    (SLAs, workflows, escalation processes)
  • Champion the
    voice of the customer (VoC)
    to influence product roadmap and company strategy
  • Drive
    Quarterly Business Reviews (QBRs)
    , account planning, and
    enterprise account management
  • Lead
    upsell, cross-sell, and account expansion initiatives
    through
    data-driven insights
    and relationship management

What We're Looking For

  • 7+ years of experience in
    Customer Success roles
    within
    B2B SaaS companies
    – must
  • 5+ years in
    CS leadership positions
    (Head of CS, Director of CS, or equivalent) – must
  • Proven track record of improving
    customer retention, satisfaction (NPS/CSAT), and recurring revenue (ARR/MRR growth)
  • Experience building
    customer success playbooks, segmentation models, and scalable processes
  • Strong analytical mindset with a
    data-driven approach
    (KPI tracking, dashboards, churn/expansion forecasting)
  • Excellent
    executive communication skills
    and proven success collaborating across GTM teams
  • Comfortable working in
    fast-paced, global SaaS environments
    and scaling organizations quickly
  • Fluent English (written and verbal)
  • Bachelor's degree in Business, Computer Science, or a related field

Why Join Us?

This is a rare opportunity to
shape and scale the Customer Success strategy
of a
hyper-growth SaaS company
, with full ownership, international exposure, and the chance to build a
best-in-class CS organization
from the ground up.

Take the lead in building a world-class Customer Success function and make a lasting impact on global enterprise customers.

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