Head of Customer Success

Job Description:

• Own the client success function at Hire Overseas, an offshore staffing and HR platform placing vetted global talent into U.S. companies
• Design and build onboarding, engagement cadences, health scoring, renewal processes, and expansion playbooks
• Define and consistently deliver the client experience
• Create processes, templates, and frameworks for scalable customer success operations
• Report to founders on portfolio health, retention metrics, and strategic recommendations
• Own client accounts from placement through long-term engagement
• Conduct proactive check-ins and surface risks, opportunities, and insights
• Handle escalations and resolve complex client situations
• Drive retention and identify expansion opportunities including additional placements, new roles, and broader account scope
• Track account health and maintain plans for at-risk clients
• Hire, onboard, and manage account managers and customer success team members as the company grows
• Set standards for client communication, issue resolution, and relationship management
• Build a culture of ownership and proactivity within customer success

Requirements:

• Proven senior-level experience in customer success, account management, or client success leadership in a B2B environment
• Track record of building or significantly improving a customer success function rather than just running an existing one
• Strong written and verbal English communication skills with the authority and confidence to manage senior client relationships independently
• High ownership mindset
• Comfortable operating with full autonomy in a small business environment where structure is still being built
• Data-driven ability to track portfolio health, retention metrics, and client sentiment and translate them into action
• Able to manage a full client portfolio and build scalable processes simultaneously without losing quality
• Experience in staffing, recruiting, HR services, or workforce management (nice to have)
• Background building a customer success function at a startup or founder-led company (nice to have)
• Familiarity with offshore or global hiring and remote contractor placements (nice to have)
• Experience hiring and managing customer success or account management teams (nice to have)
• Familiarity with CRM and customer success tools (nice to have)
• Updated resume
• Short Loom video (1 to 2 minutes) introducing yourself and describing relevant experience
• Only candidates who submit a Loom video will advance to the next step

Benefits:

• 100% remote setup so you can work wherever you're most productive
• Availability during US business hours
• Work directly with founders at a growing offshore staffing company with real traction and a strong client base
• Full autonomy over customer success strategy, process, and outcomes