Fractional Head of Customer Success

Responsibilities

• 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

Requirements

• 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
• Experience with data-heavy, workflow-heavy, or other kinds of highly technical enterprise products
• You've built out the founding CS team

Benefits

Additional Information

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. We're looking for a fractional Technical Recruiter to own full-cycle recruiting for technical roles, with a particular focus on Europe and Latin America. This is a hands-on role for someone who has hired senior technical talent internationally, thrives in early-stage environments, and cares deeply about hiring quality, speed, and candidate experience.

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