Head of Customer Success
ABOUT THE ROLE
As Head of Customer Success at Socket, you'll lead the teams responsible for helping customers evaluate, adopt, and realize lasting value from our platform. You’ll develop strong leaders, create a standout customer experience, and help scale our trusted platform for global software teams.
You will architect and build-out technical account management, and customer success; building strong functional leadership and a scalable, continuous customer experience. This is an opportunity to shape how we retain and grow customers during a pivotal stage of Socket’s journey.
WHAT YOU'LL DO
- Build and lead exceptional teams. Hire, coach, and develop high-performing leaders across Technical Account Management and Customer Success. Establish clear ownership, accountability, and a culture of continuous improvement.
- Own the customer journey. Create a seamless, connected experience from technical evaluation through onboarding, adoption, and ongoing customer engagement.
- Drive customer outcomes. Build scalable programs that accelerate time-to-value, deepen product engagement, and strengthen retention.
- Partner on revenue growth. Collaborate with Sales to proactively identify customer risks, strengthen renewal strategies, and uncover expansion opportunities.
- Champion the voice of the customer. Partner with Product, Engineering, and Support to translate customer feedback into meaningful improvements.
- Scale with intention. Establish the processes, metrics, and operating rhythms needed to support growth. Use customer health, adoption, retention, and team performance data to inform priorities and drive accountability.
WHAT YOU'LL BRING
You bring:
- 12+ years of experience in Customer Success, Account Management, or related customer-facing functions, including 5+ years in senior leadership.
- Proven experience building and scaling technical, customer-facing organizations within B2B SaaS.
- A track record of developing strong leaders, building high-performing teams, and creating a culture of ownership and accountability.
- Demonstrated success improving customer adoption, retention, and measurable business outcomes.
- Strong commercial judgment and experience partnering with Sales on renewals, customer risk, and expansion opportunities.
- A data-driven approach to understanding customer health, measuring performance, and making strategic decisions.
- Executive presence, sound judgment, and the ability to influence stakeholders and navigate competing priorities across functions.
Bonus points for:
- Experience in developer tools, application security, software supply-chain security, or DevSecOps.
- Experience leading multiple customer-facing functions, including pre-sales and post-sales.
- Experience managing distributed teams across customer segments or regions.