About the role
About the Role: Head of Customer Success
At Reacher, we're helping e-commerce brands unlock the full potential of TikTok Shop — and we’re growing fast. As we scale, we're looking for a Rockstar Head of Customer Success to build and lead our CS organization.
This is a high-impact leadership role ideal for someone who has successfully scaled Customer Success teams in SaaS and thrives in fast-paced, high-growth environments.
You’ll own the entire post-sale customer journey — from onboarding to renewal to expansion — and play a pivotal role in shaping customer experience, improving retention, and driving long-term revenue growth.
What You’ll Do
- Own Strategy & Execution: Lead the vision, strategy, and execution of Customer Success across the full customer lifecycle.
- Drive Scalable Onboarding: Build and manage onboarding and education programs that accelerate time to value.
- Retention & Expansion: Establish health scores, monitor performance, and identify churn risks to maximize retention and account growth.
- Cross-Functional Partnership: Collaborate with Product and Sales to advocate for customers and increase LTV.
- Data & Tools Optimization: Maximize effectiveness of tools like HubSpot and analytics platforms to drive insights and decision-making.
- Content & Enablement: Lead the knowledge base, documentation, and support content strategy, working closely with Engineering on product releases.
- Information Centralization: Organize and streamline customer and partner insights to improve communication across the GTM org.
