Head of Customer Success (SaaS)

Role Overview

You will lead and scale the Customer Success function at Haut.AI, building it almost from the ground up while personally managing the most strategic enterprise relationships.

Responsibilities

• Strategy & Execution:
  • Design end-to-end Customer Success operations: onboarding, accelerated adoption, predictable renewals, and strategic expansion.
  • Personally manage and grow the most strategic enterprise accounts.
  • Build automated health-score tracking to surface risks before they become problems.
• Team & Culture:
  • Recruit, develop, and lead a Customer Success team of 3 people.
  • Create scalable playbooks, KPIs, and reporting frameworks for client health, NPS, and revenue expansion.
  • Integrate CRM workflows with product and support systems for a seamless customer experience.
• Revenue Impact:
  • Turn customer feedback into actionable intelligence for Product and Sales.
  • Drive measurable expansion revenue through strategic account management.
  • Own and demonstrate how Customer Success impacts revenue.

Requirements

• 6+ years in Customer Success or Account Management in a SaaS/tech company, with 2+ years leading a team.
• Strong experience with enterprise clients and comfort presenting in front of senior stakeholders.
• Proven ability to build CS processes, playbooks, and best practices.
• Experience automating customer health monitoring and risk detection.
• Hands-on leadership style.
• Exceptional English and strong executive presence.

Nice-to-Haves

• Direct experience linking CS metrics to renewal/expansion outcomes and revenue proof.
• Familiarity with integrating CRM workflows across product/support systems.