Head of Customer Success

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