The Role
Lead and scale the customer success function for an enterprise B2B SaaS company. Own net revenue retention, adoption, expansion, and strategic accounts while coaching CSMs, defining playbooks, health scoring, and cross-functional processes. Influence product roadmap and report retention/expansion metrics to leadership.
Summary Generated by Built In
BackOps is redefining how modern operations teams run their businesses.
We are experiencing monumental growth, expanding into new enterprise verticals, and building several major capabilities that have not yet been publicly announced. As our enterprise base grows, customer success is becoming a core driver of our business, not a support function. Our largest customers build their operations on BackOps, and how we retain and expand them will define the next phase of the company. We have an early customer success team in place and we are looking for a Head of Customer Success to lead it, own the outcomes, and scale the function as we grow.
If you are a high-agency leader who can own a retention and expansion number, coach a team to deliver it, and still step into the most strategic accounts yourself, this role is for you.
The Role:
As Head of Customer Success, you will lead our customer success team and own retention, adoption, and net revenue retention across our enterprise base. You will inherit a small, capable team and be responsible for developing it, sharpening how it operates, and growing it as the business scales.
This is a leadership role with your hands still on the work. You will manage and coach the CSMs who own day-to-day accounts, while personally engaging the most strategic relationships and setting the strategy, playbooks, and metrics for the whole function. You will work directly with the founders, sales, product, and engineering, and you will be a senior voice in how the company operates.
What You'll Do:
- Lead, coach, and develop the existing customer success team, and grow it as the customer base expands
- Own net revenue retention, gross retention, and expansion across the portfolio
- Set the CS strategy and sharpen the operating model: segmentation, coverage, onboarding, success plans, and executive business review cadence
- Personally own the relationship for a set of our largest and most strategic accounts
- Drive adoption and time-to-value across Relay and the AI Process Center
- Own the cross-sell and upsell motion across the portfolio and align it with sales
- Stand up and refine health scoring and early-warning systems to manage churn and contraction risk proactively
- Own the retention and expansion forecast and report it to leadership
- Define clean handoffs with Sales so expansion and renewal accountability are unambiguous
- Serve as the executive voice of the customer to Product, turning account patterns into roadmap influence
- Establish the tooling, data, and processes that let the function scale without losing rigor
What We're Looking For:
- 7+ years in customer success, account management, or strategic enterprise roles in B2B SaaS, including direct people management experience
- A track record of leading and developing CSMs or account managers, not only managing your own book
- Proven ownership of net revenue retention, expansion, and renewals at the team level
- Experience managing complex enterprise accounts with six-figure+ ACV
- Experience in operations, supply chain, logistics, or complex workflow environments is a strong plus
- Strong executive presence and credibility with senior customer stakeholders
- Technical aptitude to learn a sophisticated product and lead a team that speaks credibly about it
- Comfort being measured on a number and holding a team accountable to it
- A builder's instinct: able to sharpen and scale a function, not just maintain one
- Willingness to stay close to the work and carry strategic accounts personally at this stage
Why Join Now?
- Monumental growth trajectory
- Several major product expansions launching soon
- Direct access to founders and leadership
- Real influence on product direction and company strategy
- The chance to build the team and the playbook around an early foundation
- Competitive base + variable tied to retention and expansion + equity
Skills Required
- 7+ years in customer success, account management, or strategic enterprise roles in B2B SaaS, including direct people management experience
- Track record of leading and developing CSMs or account managers
- Proven ownership of net revenue retention, expansion, and renewals at the team level
- Experience managing complex enterprise accounts with six-figure+ ACV
- Experience in operations, supply chain, logistics, or complex workflow environments
- Strong executive presence and credibility with senior customer stakeholders
- Technical aptitude to learn a sophisticated product and lead a team that speaks credibly about it
- Comfort being measured on a number and holding a team accountable to it
- Ability to build, sharpen, and scale the customer success function
- Willingness to stay close to the work and personally carry strategic accounts
Am I A Good Fit?
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The Company
What We Do
BackOps is shaping the future of supply chain intelligence through advanced AI. Our solutions allow logistic teams to work at peak efficiency and focus on the things that matter most to your organization.
