BBC

Compensation

Full Description

Job Description: • Managing and coaching a team of 4 Customer Success professionals to achieve implementation, retention, renewal, and upsell goals • Building the muscle for renewals and upsells—ensuring each team member understands how to spot, shape, and close expansion opportunities • Overseeing the customer experience for 500+ U.S. accounts, including managing a small book of strategic accounts • Monitoring customer health and usage metrics to proactively address risks and drive account success • Serving as an escalation point for high-impact customer issues • Partnering with RevOps, UK Head of CS, Sales, Product, and Marketing to implement playbooks, share customer insights, and support expansion • Leading hiring and onboarding efforts as the team grows Requirements: • Proven track record leading Customer Success teams in B2B SaaS, with experience managing CSMs focused on implementation, adoption, renewals, and expansion. • Comfortable supporting a technically complex product with diverse customer workflows • Strong people manager — you lead with empathy, structure, and accountability • Proven track record of driving retention and expansion with a strong commercial mindset that understands how Customer Success impacts revenue • Hands-on and high-agency — you’re happy rolling up your sleeves • Excellent communicator who can influence across functions • Deep understanding of customer value drivers and post-sale customer journeys • Experience in a high-growth or startup environment • Based in the U.S. (EST or CST) with valid work authorization • Proven track record of acting on and making decisions that align with our core values Benefits: • 🩺 Gold-plated healthcare – The best medical, dental, and optical coverage money can buy. We’ve got you (and your family) covered • 🏝️ Unlimited holidays – Work-life balance matters. Take the time you need to rest, recharge, and enjoy life • 🧠 Mental health support – Unlimited, immediate access to professional counseling through Spill—because your well-being comes first • 💰 Retirement matching – A competitive plan to help you hit your long-term financial goals • 🌍 Remote-first culture – Work where you're most productive. As a remote-first team, we prioritize flexibility and trust • 📈 Meaningful equity – You’re helping build something special, and you should share in its success • 👶 Generous parental leave – Up to 16 weeks of fully paid leave to support new parents • 📚 Learning budget – Annual funds for courses, books, or anything else that fuels your personal and professional growth • 💻 Top-of-the-line equipment – MacBook Pro, 4K monitors, and all the right tools to do your best work • 🤝 A team that’s got your back – Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow