Head of Customer Success

WeBox is a leading intelligent marketplace, providing group customers with a personalized and customized experience.

WeBox is driven by three core principles: customer obsession over competitor focus, a commitment to operational excellence, and a passion for growth.

Deliver happiness to our customers through an intelligent marketplace.

By 2032, we will achieve $1 billion in revenue by leveraging technology to become a leading provider of intelligent and sustainable solutions for group orders.

The Head of Customer Success is the owner of the Customer Success function, accountable for customer retention, satisfaction, and long-term customer value.

This role is responsible for building and leading the Customer Success team, defining scalable processes, and partnering closely with Sales, Operations, and Product to ensure customers consistently achieve meaningful outcomes.

This is a leadership role, not an individual contributor position.

Customer Success Strategy & Ownership

• Define the Customer Success vision, strategy, and success metrics
• Design and continuously improve the full customer lifecycle:
• Onboarding
• Ongoing engagement
• Retention and renewal
• Establish customer segmentation and customer health frameworks

Team Leadership & Development

• Build, lead, and develop the Customer Success team
• Set clear goals, expectations, and performance standards
• Create a scalable operating model for Customer Success

Retention & Customer Outcomes

• Own key metrics including retention, churn, customer health, and satisfaction
• Lead relationships for strategic and high-risk customers
• Drive renewal readiness and long-term partnerships

Cross-Functional Collaboration & Customer Advocacy

• Act as the voice of the customer across Product, Operations, and Sales
• Translate customer insights into process and product improvements
• Balance customer needs with operational scalability

Data, Rhythm, and Executive Communication

• Build dashboards and review cadences to monitor customer health
• Provide clear visibility into customer risks, trends, and opportunities
• Partner with executive leadership on customer-related strategy

• Bachelor's degree in Business, Marketing, or a related field. 
• 5+ years of experience in Customer Success, Account Management, or Client Services
• 3+ years of people management experience
• Strong background in B2B, services, or recurring-revenue businesses
• Proven ability to build teams, systems, and processes
• High ownership mindset with accountability for outcomes

• Experience scaling Customer Success from early stage to growth stage
• Familiarity with CRM and CS platforms (e.g., Salesforce, HubSpot, Gainsight)
• Experience working in fast-paced startup or scale-up environments

WeBox is an equal-opportunity employer committed to hiring based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Note:

• This position offers a competitive starting salary of $100k+, along with great benefits, PTO, and a 401K match.

• This job description offers a general overview and may not encompass all responsibilities, tasks, or skills required. Additional duties may be assigned to meet the company's evolving needs.

If you meet the requirements and are interested in this position, please submit your application.