Fractional Head of Customer Success
- Роль
- Поддержка
- Опыт
- C-Level
- Занятость
- Part-time
Доступно для: US, CA only. Укажите, откуда вы работаете, чтобы проверить доступность.
Коротко по делу
Fractional Head of Customer Success for a U.S.-based SaaS startup; must be a former VP/Head of CS at VC-backed B2B startups selling to mid-market & enterprise. Role is remote, fractional/contract, hourly and requires being based in the USA or Canada. Responsible for managing two CSMs, owning the full customer lifecycle, and building out the CS function.
We’re building Reflow, a workforce and workflow intelligence platform that helps teams understand and improve how work gets done. We’re a U.S.-based tech company with a high bar for talent, ownership, and execution — and we’re intentional about building a strong, globally distributed team from the start.
What you’ll do
Problem: The founder is managing the Customer Success team today, but needs to free up his time and better set up this team for success.
Specifically, you'll:
- Manage our two CSMs
- Start super hands-on to learn the product, but then quickly focus on team management and performance
- Build out the CS team, including interviewing, hiring, onboarding, and 30/60/90 day performance
- Shadow relevant customer conversations
- Own the full customer lifecycle from pilot through expansion
- Act as the founder's single point of contact for Customer Success
Who you are
- Been VP of CS or Head of CS for other VC-backed B2B startups that sell to mid-market & enterprise buyers
- Significant experience managing CS teams, hiring, firing, and setting performance standards
- Designed the full CS lifecycle end-to-end
- Comfortable working on an hourly basis (not retainer), tracking your hours, and moving with efficiency
- Based in the USA or Canada only
Nice-to-haves:
- Experience with data-heavy, workflow-heavy, or other kinds of highly technical enterprise products
- You've built out the founding CS team
Why join
- High ownership over technical hiring at an early-stage company.
- Direct partnership with the Founder
- Opportunity to shape how Reflow hires globally from the ground up.
- Flexible, remote, fractional setup with high trust and high expectations.
Compensation:
We offer competitive pay based on the market and where you’re located. The salary ranges in our job postings are intentionally wide because they need to cover both U.S. and international candidates. Our final offer will depend on things like your experience, skill set, and location.
Чем предстоит заниматься
- Manage our two CSMs and act as the founder's single point of contact for Customer Success
- Start hands-on to learn the product, then focus on team management and performance
- Build out the CS team, including interviewing, hiring, onboarding, and 30/60/90 day performance
- Shadow relevant customer conversations
- Own the full customer lifecycle from pilot through expansion
Что требуется
- Been VP of CS or Head of CS for other VC-backed B2B startups that sell to mid-market & enterprise buyers
- Significant experience managing CS teams, hiring, firing, and setting performance standards
- Designed the full CS lifecycle end-to-end
- Comfortable working on an hourly basis (not retainer), tracking your hours, and moving with efficiency
- Based in the USA or Canada only
Преимущества
- High ownership over technical hiring at an early-stage company
- Direct partnership with the Founder
- Opportunity to shape how Reflow hires globally from the ground up
- Flexible, remote, fractional setup with high trust and high expectations
Reflow is building an AI-powered platform purpose-built for hardware product development. It listens across the tools teams already use, maintains a structured picture of every program, and coordinates across teams when things change.