[Remote] Head of Customer Success
Note: The job is a remote job and is open to candidates in USA. Socket develops a platform that helps organizations assess and manage open-source software security. The Head of Customer Success will lead Technical Account Management and Customer Success, shaping the customer journey and scaling programs that improve adoption, retention, and growth.
Responsibilities
- 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
Skills
- 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
- 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
Benefits
- Meaningful equity program
- Comprehensive health benefits for you and your family (99% coverage)
- Flexible time-off, holidays, and winter shutdown to rest & recharge
- Paid parental leave
- Remote-first, with quarterly team off-sites
Company Overview