[Hiring] Head of Customer Success & Support @PhillyTech.Co

Role Description

The Head of Customer Success & Support will own customer relationships after the sale across both sides of the marketplace: the organizations operating business communities and the paying vendor partners serving them.

• You’ll personally manage strategic accounts while leading, hiring, and coaching the customer success and support team.
• You’ll also build or improve the processes that make the function effective: onboarding playbooks, service level agreements, escalation paths, ticketing workflows, and account health scoring.
• Working alongside Sales, you’ll connect adoption and engagement to customer value, identify risks well before renewal, and support renewal and expansion conversations.

Qualifications

• 6+ years of customer success or account management experience, including at least 3 years managing enterprise accounts.
• Experience leading a team while personally managing customer relationships.
• A track record of building or overhauling a customer success or support function in a startup environment.
• Confidence communicating with C suite executives, managing directors, and other senior stakeholders.
• Experience handling complex escalations and coordinating solutions across departments.
• Familiarity with enterprise security reviews, vendor risk, procurement, and contract and renewal cycles.
• Commercial judgment and comfort participating in renewal, pricing, and expansion conversations.
• Experience using customer data to understand account health and prioritize action.
• Proficiency with CRM and support platforms such as Attio and Intercom, plus practical use of AI to scale support.
• Availability for a full time commitment with strong overlap with US Eastern business hours.

Requirements

• Personally manage strategic accounts across enterprise organizations, financial institutions, and vendor partners.
• Lead, hire, and coach a small customer success and support team while maintaining direct account ownership.
• Build and implement onboarding playbooks, service level agreements, escalation paths, and ticketing workflows.
• Establish account health scoring to create visibility into adoption, engagement, value, and renewal risk.
• Identify renewal risks at least 120 days in advance and coordinate response plans with Sales.
• Partner with Sales on renewals, pricing discussions, and expansion opportunities.
• Run quarterly business reviews and impact reviews that show community partners the value they receive.
• Conduct performance reviews with vendors to assess outcomes and strengthen their marketplace participation.
• Own escalations and coordinate timely resolutions across internal teams.
• Help customers navigate enterprise security reviews, vendor risk assessments, procurement requirements, and contract cycles.
• Bring actionable customer and vendor insights to Product and Engineering.
• Use CRM, support tools, and AI to improve service consistency and help the team support more customers effectively.

Benefits

• Fully remote from anywhere in the United States or Canada.
• Long term opportunity designed for someone who wants to build and grow with the company.
• Direct collaboration with leadership, Sales, Product, and Engineering.
• Ownership of strategic accounts and the customer success operating model.
• Opportunity to lead, develop, and help grow a small team.