Head of Customer Success

• GoLinks is looking for a Head of Customer Success to build and lead the function responsible for onboarding, retention, and growth across our customer base.
• You’ll own the end-to-end post-sale customer journey — from onboarding and adoption through renewal and expansion — and will build playbooks and metrics that make customer success a durable growth engine for the company
• This is a high-impact, hands-on leadership role for someone who has scaled a CS org at a B2B SaaS company and wants to shape the strategy, not just execute against someone else’s
• Define and own the customer success strategy, including onboarding, adoption, health scoring, renewals, and expansion/upsell motions
• Own retention and net revenue retention (NRR) targets; identify and act on churn risk early
• Design and implement scalable onboarding programs that get new customers to value quickly
• Partner closely with Sales on renewals and expansion opportunities, and with Product on the customer feedback loop
• Establish customer health metrics, QBR cadences, and playbooks for different account segments (SMB through enterprise)
• Serve as an executive sponsor for key strategic accounts
• Report on CS performance (retention, NRR, CSAT/NPS, adoption) to company leadership
• Champion the voice of the customer internally, influencing product roadmap and go-to-market decisions

Benefits

• Top-tier healthcare and FSA: Best-in-class medical, dental, and vision plans for you and your loved ones.
• 4-Day workweek: Four-day workweeks to support your physical and mental health and well-being.
• Life, AD&D, STD and LTD: Additional employer-paid benefits and supplementary options for your peace of mind.
• EAP and wellness stipend: Employee Assistance Programs and monthly stipend for your physical and mental health.
• 401K retirement plan: Tax-advantaged savings plan for your future.
• Remote work stipend: New hire and monthly home office stipend to help you cultivate a better work environment.
• Company-paid holidays: 18 paid company holidays a year to celebrate you and the important occasions in your life.
• Unlimited PTO: Unplug, reset, and recharge for your health and leisure… it’s important, so we encourage it.
• Company offsites: All-expenses paid company offsites and adventures for all team members to connect.
• Free lunches: Regular free lunch on us during company-wide meetings and virtual events.
• Flexible schedule: We trust and support our employees to do their best work by giving them the freedom to manage their own work and personal time.
• Work anywhere: Work from a coffee shop, beach, mountain, or anywhere in between.

• Experience with CS/CRM tooling (e.g., Gainsight, Salesforce, HubSpot, or similar)
• A track record of owning retention/NRR targets and building repeatable CS processes from the ground up
• 7+ years in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS company, including 2+ years in a leadership role
• A builder’s mindset — you’re comfortable creating structure and process in a growing organization, not just operating within an existing one
• Strong analytical skills — comfortable defining and tracking the metrics that matter (NRR, churn, CSAT/NPS, adoption)
• Experience working with both mid-market and enterprise customers, including executive stakeholders
• Excellent communication skills, with experience presenting to internal leadership and external customer executives
• Bonus: experience in enterprise IT, knowledge management, or workplace productivity SaaS