We're looking for a Rockstar Head of Customer Success to join our team at Reacher. This role is ideal for a seasoned Customer success leader with experience scaling organizations in SaaS.
What you'll do:Own vision, strategy and execution of customer success across the entire lifecycle from onboarding, to renewal and expansion
Oversee scalable onboarding and education processes that accelerate time to value for customers
Drive retention and expansion by establishing health scores, tracking performance, and spotting churn risks
Partner with Product and Sales to put customers first and improve LTV
Optimize usage of Hubspot and other analytics tools to inform better decision making and performance
Own the content strategy for partner support and knowledge base, partnering with engineering to ensure proper release notes and documentation on new product updates/features
Centralize critical client and partner information to improve communication and connectivity across Product and Sales
5+ years in leadership role in customer success with minimum 2+ years leading teams in SaaS
Proven track record in scaling CS orgs for SaaS companies
Data Savvy with a knack for SaaS metrics/KPIs
Excellent cross functional communication skills
Loves fast paced ambiguous settings
Experience working at orgs focused creator/affiliate marketing platforms
Background in social commerce or influencer marketing data analysis and automation setup experience
Workshop facilitation and training experience
Work directly with the hottest e-commerce platform (TikTok Shop)
High-impact role with direct influence on company growth
Competitive compensation + equity with significant upside potential
Fast-paced startup environment with learning opportunities
Direct access to founders and leadership team
Top Skills
What We Do
Reacher streamlines TikTok Shop influencer marketing by automating tedious tasks, eliminating the need to hire a VA or spend countless hours on influencer outreach and management.
