Head of Customer Success owning strategic accounts and support operations for a SaaS vendor marketplace. Leading teams, onboarding, health scoring, renewals, and expansion.
About the role
- Customer Success Manager managing SMB and enterprise relationships for Isolocity’s quality-management SaaS. Driving adoption, renewals, retention, expansion, and customer value realization.
Responsibilities
- Own post-onboarding relationships for a portfolio of primarily SMB customers, including some Enterprise accounts
- Serve as the primary point of contact for customer success, expansions, retention, and value realization
- Conduct structured customer check-ins and periodic reviews to ensure adoption, progress, and outcomes
- Monitor customer health signals including usage, engagement, feedback, and risk indicators
- Identify at-risk accounts and execute retention strategies with internal teams
- Identify expansion opportunities such as additional users, modules, or services
- Work with customers to ensure timely renewals of Isolocity software
- Lead Quarterly Business Reviews primarily for higher-value or enterprise customers
- Encourage adoption through guided engagement and self-service resources
- Refine Customer Success playbooks, processes, and templates
- Share customer insights, success patterns, and product gaps with internal teams
- Collaborate with Support, Onboarding, Product, and Sales teams
- Track success indicators including GRR, NRR, account health, expansion revenue, QBR completion, platform adoption, renewals, CRM update quality, CSAT, and qualitative feedback
Requirements
- 2–4 years of experience in Customer Success, Account Management, or a related SaaS role with a focus on retention and expansion
- Solid background in Quality Management, with an understanding of Quality Management Systems or compliance-driven environments and software
- Experience supporting SMB customers at scale, with some exposure to enterprise accounts
- Experience working in regulated industries is an asset
- Familiarity with CRM systems and customer health tracking tools
- Strong communication and relationship-building skills
- Comfortable working in a growing, evolving environment where processes are still maturing
Benefits
- Base salary + bonus with very competitive OTE
- Full remote work opportunity – we are a virtual business
- Flexible hours – performance measured by outcomes and KPIs, not time logged
- Health Insurance + HSA
- Performance-based bonus
- Supportive and collaborative team environment
- Opportunity to grow with a scaling SaaS company
- Semi-annual in-person sync-ups to collaborate, plan, and celebrate wins
Job title
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Degree requirement
No Education Requirement
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