Head - Customer Success

I don’t retain external documents unless you’ve shared them in this chat.

If you’re referring to a Customer Success Head role description, I’ll give you a precise, investor-grade version that you can directly use for hiring, org structuring, or a pitch deck (especially relevant for your SaaS/chatbot businesses).

Head of Customer Success – Role DescriptionPosition OverviewThe Head of Customer Success is responsible for retention, expansion revenue, customer satisfaction, and lifecycle management. This role owns post-sales outcomes and ensures customers achieve measurable ROI from the product.

This is a revenue-aligned leadership role, not a support function.

• Core Responsibilities1. Revenue & Retention OwnershipOwn Net Revenue Retention (NRR)
• Drive Gross Retention Rate
• Reduce churn through structured engagement
• Identify and execute expansion & upsell opportunities
• 2. Customer Lifecycle ManagementDefine onboarding framework (30-60-90 day plan)
• Build health score models
• Set QBR cadence for enterprise accounts
• Standardize success playbooks
• 3. Expansion & Account GrowthWork with Sales for upsell/cross-sell
• Identify product usage gaps
• Build case studies & ROI documentation
• Convert satisfied clients into references
• 4. Voice of Customer (VoC)Feed product team with structured insights
• Track NPS, CSAT
• Monitor adoption metrics
• Identify feature demand trends
• 5. Team LeadershipBuild & manage CSM team
• Set KPIs and performance metrics
• Design compensation linked to retention
• Create scalable processes
• Key KPIsNet Revenue Retention (NRR)
• Gross Churn %
• Expansion Revenue
• Customer Health Score
• NPS
• Time to Value (TTV)
• Onboarding Completion Rate
• Ideal Candidate Profile5–10+ years in SaaS customer success
• Experience in B2B or enterprise accounts
• Strong analytical & data-driven mindset
• Commercial orientation (not just service mindset)
• Proven track record in retention &