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Customer Service
Head of Customer Success
@Recast
[Hiring] Head of Customer Success @Recast
Apr 01, 2025 - Recast is hiring a remote Head of Customer Success. đź’¸ Salary: competitive remote salary with equity. đź“ŤLocation: USA.
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Role Description
Recast is hiring a Head of Customer Success to lead our team of Customer Success Managers. You'll be directly reporting to Recast’s CEO and Co-Founder. The CSM team is the front line in onboarding new clients, training, and ensuring successful adoption of Recast. You’ll partner closely with our Head of Customer Data Science to optimize how we deliver to Recast customers.
What you'll do in your first 6 months:
- Manage and lead a team of CSMs, including performance management and hiring
- Define and implement processes that support both consultative relationships and scalability, such as onboarding, model validation, and QBRs
- Oversee all customer engagements, building strong relationships with agencies and customers to ensure adoption and value
- Drive measurable improvements in customer health scores, onboarding speed, and renewal predictability
- Implement and increase adoption of our CS toolset
Qualifications
- You have direct experience working with marketing leaders (e.g., VPs of Marketing, Growth, Media, or Analytics), ideally involving marketing attribution, budget planning, or MarTech tooling
- You thrive in hybrid environments that blend product enablement, light consulting, and long-term customer partnerships
- An exceptional communicator with strong executive presence and the ability to adopt the “voice of Recast”
- An effective cross-functional collaborator who builds internal relationships and leverages those to advocate for the best possible customer experience
- A project management expert with the ability to put systems and processes into place that create maximum velocity for our team and transparency for customers
- A mind for technology with an aptitude and curiosity to learn about media mix modeling
- An entrepreneurial spirit, with a mind and motivation for building and leading in a growing business
Requirements
- Joining an early-stage startup to help define processes and structure
- Working with distributed, remote-first teams
- Working with highly technical teams and first-hand exposure to statistical modeling
Benefits
- Work wherever you’re happiest (this role will align with US timezones). We're fully remote
- Competitive remote salary along with early stage equity
- Your local holidays plus unmetered PTO (minimum 2 weeks mandatory PTO)
- Autonomy and support to do your best work in your own time
CSM Team Responsibilities
- Owning the entire post-sales customer journey, from onboarding to adoption to steady state
- Project management for customer workflows, ensuring timely delivery of Recast
- Rapid resolution of all customer support requests and prioritization and management of competing requests
- Customer-facing communications
- Meeting preparation, facilitation, and follow-ups
- Documentation and reporting on customer health, utilizing metrics such as product adoption, customer sentiment, etc.
- Renewal and expansion conversations
- Being the voice of the customer, advocating internally for the customer experience and product improvements
- Managing customer escalations when necessary, looping in the right Recast leaders to resolve all customer issues
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| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
competitive remote salary with equity
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Apr 01, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
