Head of Customer Success

### **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. ### **You’ll Be Successful If You...** * Have **5+ years** of experience in Customer Success, with **2+ years** in a leadership role at a SaaS company. * Have a **proven track record** of scaling CS orgs and improving customer retention and expansion. * Are **data-savvy** and confident navigating SaaS metrics and KPIs. * Are an **excellent communicator** with strong cross-functional collaboration skills. * Thrive in **fast-paced, ambiguous** startup environments where speed and scrappiness are key. ### **Bonus Points** * Experience in **creator/affiliate marketing platforms** or **social commerce**. * Familiarity with **influencer marketing data** and **automation tools**. * Background in **workshop facilitation** or customer training programs. ### **Why Join Reacher?** * Work directly with the hottest e-commerce platform (**TikTok Shop**). * High-impact, strategic role with direct influence on company growth. * Competitive compensation + **equity** + **performance-based bonus**. * Fast-paced startup with huge learning and career advancement potential. * Collaborate closely with **founders** and the **leadership team**.