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Head of Customer Success

Reacher

San Francisco, CAFull-timeSeen 1mo agoStill listed 2 days ago

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At a glance

Compensation
No compensation found
Location
San Francisco, CA
Schedule
Full-time
Work Authorization
Not specified

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Job overview

Head of Customer Success at Reacher leads the customer success organization for e‑commerce brands on TikTok Shop, shaping strategy, onboarding, retention and expansion while collaborating cross‑functionally and driving data‑informed growth in a fast‑paced startup environment.

Skills & qualifications

RequiredNice to have

Skills

Customer SuccessLeadershipSaaS MetricsCommunicationCross‑Functional CollaborationData AnalysisHubSpotAnalytics PlatformsKnowledge Base ManagementWorkshop Facilitation

Qualifications

5+ Years Customer Success Experience2+ Years Leadership Experience in SaaS

Full job description

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.

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