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GoLinks is seeking a Head of Customer Success to build and lead the customer success function from the ground up. You will own the end-to-end post-sale customer journey—from onboarding and adoption through renewal and expansion—and establish the playbooks, metrics, and processes that make customer success a durable growth engine for the company.
In this high-impact leadership role, you will define and execute the customer success strategy, including onboarding programs, health scoring, renewal motions, and expansion/upsell initiatives. You'll own retention and net revenue retention (NRR) targets, identify and act on churn risk early, and design scalable onboarding programs that accelerate time-to-value for new customers. You'll partner closely with Sales on renewals and expansion opportunities, and with Product to establish a robust customer feedback loop that influences the roadmap.
You'll establish customer health metrics, QBR cadences, and segment-specific playbooks for SMB through enterprise accounts, serve as an executive sponsor for key strategic accounts, and report on CS performance (retention, NRR, CSAT/NPS, adoption) to company leadership. A critical part of the role is championing the voice of the customer internally and influencing product and go-to-market decisions based on customer insights.
GoLinks provides tools—GoLinks, GoProfiles, and GoSearch—that help teams streamline workflows and access key knowledge for building products, collaborating, and supporting customers. The company is a fast-moving startup that values innovation, excellence, and growth.
REQUIREMENTS:
- 7+ years in Customer Success, Account Management, or related customer-facing role at a B2B SaaS company
- 2+ years in a leadership role
- Track record of owning retention/NRR targets and building repeatable CS processes from the ground up
- Experience working with both mid-market and enterprise customers, including executive stakeholders
- Strong analytical skills; comfortable defining and tracking metrics (NRR, churn, CSAT/NPS, adoption)
- Excellent communication skills with experience presenting to internal leadership and external customer executives
- Builder's mindset; comfortable creating structure and process in a growing organization
- Experience with CS/CRM tooling (e.g., Gainsight, Salesforce, HubSpot, or similar)
- Bonus: experience in enterprise IT, knowledge management, or workplace productivity SaaS
