Head of Customer Success (US, Remote)

About Storylane Storylane helps go-to-market teams show their product instead of just talking about it. We launched in 2021 and have grown fast since, 3.5x in 2023 and 2.5x in 2024, scaling to $10M+ ARR and 4,000+ customers, including Gong, Amazon, Microsoft, and NASDAQ. Much of that growth came from a product people love and spread on their own. We’ve since added RepX, our AI agent that qualifies website visitors and brings them into a live, clickable demo, and we have more products launching fast. The role Our customer base has grown fast, and Customer Success owns what happens next: onboarding new customers onto all three products (Demos, Hubs, and RepX), driving adoption, and keeping them for the long run.

We’re hiring a Head of Customer Success to own gross revenue retention (GRR) and lead the full CS org: CSMs, support, and integrations. This is more than people management. You’ll run three teams with three different jobs: CSMs who onboard, renew, and expand accounts; support that keeps customers unblocked; and an integrations team that connects customers to the right platforms so they see ROI. The team spans the US and India and runs on US hours. You set the strategy, the targets, and the playbooks, and you step in when a key account needs you. We’re a fast-moving startup, so you’ll shape how CS runs and scales, not inherit a finished machine. What you’ll do

• Lead three teams, 15 people total, across the US and India on US hours: CSMs (onboarding, renewals, expansion), support, and integrations (connecting customers to the right platforms so they see ROI).
• Own GRR across the book of business, set retention targets by segment, and hit them.
• Own onboarding and adoption across all three products so customers reach measurable ROI fast.
• Run our two-track CSM model: an enterprise track for premium accounts and a growth track for the rest, each with its own motion.
• Hire, coach, and develop the team; set goals, run 1:1s, and build a culture that holds across both regions.
• Own playbooks and enablement for onboarding, adoption, renewals, expansion, and saves, plus mock calls, training, and the annual CS offsite.
• Catch churn risk early from CRM, usage, support, and call data, and lead saves and win-backs on key accounts.
• Own and extend the team’s Claude automations and AI workflows, and keep raising the bar on what CS automates.
• Partner with Sales, Product, Marketing, Engineering, and Finance, and report on retention and team health to the founders.

What we’re looking for

• 5+ years in B2B SaaS Customer Success, with 3+ years leading teams of managers and ICs.
• Experience working closely with marketing and sales teams, who are the buyers and users of our product.
• Experience leading more than one function at once (CS, support, and a technical or integrations team), ideally across time zones.
• Owns GRR as the headline metric and can show how they moved it.
• Has led CS across multiple products on a fast-expanding product line.
• Data-driven and tool-fluent: pulls account context from CRM, call intelligence, support, and usage to catch risk early.
• Very comfortable with AI and automation. We run a lot of CS on Claude automations, and you’ll own and extend them.
• A player-coach and strong executive communicator who jumps on a save call or into the data when it matters.
• Resourceful and hands-on, happy to build the process, not just run it.

Nice to have

• Technical fluency: comfortable in the data and able to build or guide lightweight tooling (automations, scripts, Chrome extensions, small internal apps) that makes the team faster.
• Hands-on experience with AI workflows and agents, including prompt design.
• A background in go-to-market tech (demo automation, sales enablement, martech).
• Experience onboarding customers through real integration and setup work.
• Has scaled a CS function at a fast-growing startup, not just run a mature one.

Why join

• Our CS team is built to improve its own work. People here rebuild processes rather than just run them, and several are technical enough to ship a Chrome extension, an automation, or a small internal app.
• The team is strong on both sides: soft skills with customers, hard skills in data, tooling, and the product.
• CS knows the product deeply and works shoulder to shoulder with Product, Sales, Marketing, and Engineering. Your feedback shapes the roadmap.
• New products ship fast (RepX and more), so there’s always something new to bring to customers.
• You’ll own how CS runs and scales, with the autonomy to change what isn’t working.