Head of Customer Success Job Description Template
Own the end-to-end customer lifecycle, from onboarding through expansion and retention. Build and lead a small team to ensure customers hit their goals and renew.
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Why hire a Head of Customer Success?
Scaling SMBs realize that customer retention and expansion revenue matter more than acquisition alone. They need someone to systematize onboarding, reduce churn, and identify upsell moments before customers walk.
Head of Customer Success salary ranges
Approximate annual gross salary bands (Q2 2026). Always adjust for your city, seniority, and the candidate’s experience.
United States
$120,000 – $170,000 base + up to 20% bonus tied to retention and NPS targets
United Kingdom
£85,000 – £120,000 base + 15–20% bonus
Eurozone
€110,000 – €155,000 base + 15–20% bonus
Head of Customer Success responsibilities
- Build a customer success playbook that reduces time-to-value and measurably improves net retention within 6 months
- Lead, hire, and coach a team of 2–4 CSMs, setting KPIs for health scores, NPS, and expansion pipeline
- Own the quarterly business review cadence and usage analytics to identify at-risk accounts and expansion opportunities
- Define and implement a onboarding process that reduces implementation time by 30% and increases Day-30 activation
- Partner with product and sales to translate customer feedback into roadmap priorities and win-back motions
- Report monthly on cohort retention, CAC payback period, and dollar-based net retention to the executive team
Skills & requirements
Required
- 5+ years in customer success, account management, or implementation roles, ideally at a B2B SaaS company
- Proven track record improving net retention or reducing churn (show metrics: % improvement, customer count, or ARR impact)
- Ability to build and manage a small team; experience with 1:1s, hiring, and performance management
- Strong SQL or analytics skills to pull cohort data, or fluency in tools like Mixpanel, Amplitude, or Tableau
- Experience with CRM systems (Salesforce, HubSpot, Gainsight) and basic workflow automation
- Direct experience with enterprise or mid-market customer segments
Nice to have
- Background in a vertical like fintech, healthcare, or B2B software where compliance or integration complexity matters
- Track record of building a CS function from scratch or scaling it from 1 to 5+ people
- Familiarity with product-led growth motion and low-touch CS models
Copy-ready Head of Customer Success job description
Head of Customer Success [Company name] · [City], [Country] · [On-site / Hybrid / Remote] $120,000 – $170,000 base + up to 20% bonus tied to retention and NPS targets (US) · £85,000 – £120,000 base + 15–20% bonus (UK) · €110,000 – €155,000 base + 15–20% bonus (EU) — gross/year
Own the end-to-end customer lifecycle, from onboarding through expansion and retention. Build and lead a small team to ensure customers hit their goals and renew.
Why this role exists Scaling SMBs realize that customer retention and expansion revenue matter more than acquisition alone. They need someone to systematize onboarding, reduce churn, and identify upsell moments before customers walk.
What you'll do
- Build a customer success playbook that reduces time-to-value and measurably improves net retention within 6 months
- Lead, hire, and coach a team of 2–4 CSMs, setting KPIs for health scores, NPS, and expansion pipeline
- Own the quarterly business review cadence and usage analytics to identify at-risk accounts and expansion opportunities
- Define and implement a onboarding process that reduces implementation time by 30% and increases Day-30 activation
- Partner with product and sales to translate customer feedback into roadmap priorities and win-back motions
- Report monthly on cohort retention, CAC payback period, and dollar-based net retention to the executive team
What you'll need
- 5+ years in customer success, account management, or implementation roles, ideally at a B2B SaaS company
- Proven track record improving net retention or reducing churn (show metrics: % improvement, customer count, or ARR impact)
- Ability to build and manage a small team; experience with 1:1s, hiring, and performance management
- Strong SQL or analytics skills to pull cohort data, or fluency in tools like Mixpanel, Amplitude, or Tableau
- Experience with CRM systems (Salesforce, HubSpot, Gainsight) and basic workflow automation
- Direct experience with enterprise or mid-market customer segments
Nice to have
- Background in a vertical like fintech, healthcare, or B2B software where compliance or integration complexity matters
- Track record of building a CS function from scratch or scaling it from 1 to 5+ people
- Familiarity with product-led growth motion and low-touch CS models
What we offer
- Salary: [range, gross, with currency and time unit]
- [Equity / bonus / commission if applicable]
- [Health, PTO, learning budget, equipment — only what's real]
- [Work mode + flexibility]
About [Company] [2–3 sentences: stage, customers, traction. Keep it specific.]
Want it tailored to your company and country?
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Frequently asked
What does a Head of Customer Success do?
Own the end-to-end customer lifecycle, from onboarding through expansion and retention. Build and lead a small team to ensure customers hit their goals and renew. Scaling SMBs realize that customer retention and expansion revenue matter more than acquisition alone. They need someone to systematize onboarding, reduce churn, and identify upsell moments before customers walk.
What should a Head of Customer Success job description include?
A strong Head of Customer Success job post has a one-line hook, why the role exists, 6 outcome-led responsibilities, a clear list of required skills, the salary range, and a country-specific compliance line. Use the copy-ready template above as a starting point.
How much does a Head of Customer Success earn?
Approximate annual gross bands (Q2 2026): $120,000 – $170,000 base + up to 20% bonus tied to retention and NPS targets in the US, £85,000 – £120,000 base + 15–20% bonus in the UK, and €110,000 – €155,000 base + 15–20% bonus in the Eurozone. Adjust for city, seniority, and experience.
How do I write a Head of Customer Success job description fast?
Use Penroll's free job description generator — enter the title and country and it produces a complete, inclusive, salary-formatted Head of Customer Success post in about 30 seconds, no signup required.
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Customer Service Manager
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Customer Success Manager
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