# Head of Customer Success

**Company:** [Reacher](https://zerogtalent.com/ai-companies/reacher)
**Location:** San Francisco, CA, US
**Work mode:** On-site
**Employment type:** Full Time
**Salary:** USD 110K–180K/yr
**Category:** Sales & Marketing
**Listed:** 2026-03-24

[View and apply on Zero G Talent](https://zerogtalent.com/ai-jobs/reacher/head-of-customer-success-81900)

## 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**.

* * *

### Interview Process

1.  Meet with Head of GTM
2.  RCA Exercises with Co-Founder/President
3.  Interview with CRO & Head of GTM presenting 6M, 1& and 2Y on how to scale Reacher’s CS org 
4.  Meet with CEO

## Other open roles at Reacher

- [Senior Software Engineer (Full Stack)](https://zerogtalent.com/ai-jobs/reacher/senior-software-engineer-full-stack-77926) — San Francisco, CA, US / Los Angeles, CA, US / New York, NY, US / Remote (US)
- [Software Engineer (Full Stack)](https://zerogtalent.com/ai-jobs/reacher/software-engineer-full-stack-80082) — San Francisco, CA, US / Los Angeles, CA, US / New York, NY, US / Remote (US)
- [Software Engineer Intern (Fall 2025/Summer 2026)](https://zerogtalent.com/ai-jobs/reacher/software-engineer-intern-fall-2025-summer-2026-80430) — San Francisco, CA, US / Los Angeles, CA, US
- [Founding Account Executive](https://zerogtalent.com/ai-jobs/reacher/founding-account-executive-81897) — San Francisco, CA, US

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*Source: [Zero G Talent](https://zerogtalent.com), the job board for space, defense, AI, robotics and frontier-tech companies.*