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Pump.co · 1 day ago

Head of Customer Success

San Francisco, CA

Full-time

Onsite

Lead/Staff, Director/Executive

$180K/yr - $250K/yr

5+ years exp

Pump.co is seeking a strategic and technical Head of Customer Success to build and scale their post-sales organization. The role involves leading Solutions Architects and Customer Success Managers, developing systems for customer onboarding, and driving retention and expansion across the customer base.

Artificial Intelligence (AI)B2BDeveloper ToolsFinTechSaaS

Responsibilities

Build, lead, and mentor a high-performing Customer Success organization, including CSMs and Solutions Architects

Own the full post-sales lifecycle: onboarding, activation, adoption, QBRs, renewals, and expansion

Develop scalable playbooks, processes, and tooling for customer health, technical implementation, and ongoing engagement

Collaborate closely with Product and Engineering to bring customer insights into roadmap decisions and influence product direction

Partner with Sales to ensure smooth handoffs, strong communication, and predictable renewals

Implement customer health scoring, usage analytics, and reporting frameworks to track impact and forecast retention

Create and refine technical onboarding flows with Solutions Architects to ensure customers see value quickly and painlessly

Lead customer advocacy efforts, including case studies, testimonials, and reference programs

Drive a data-driven culture that focuses on measurable customer outcomes and clear KPIs across onboarding and ongoing success

Qualification

Customer Success leadershipB2B SaaS experienceTechnical team managementCS tools proficiencyCloud infrastructure knowledgeStakeholder managementData-driven cultureCommunication skills