[Remote] Fractional Head of Customer Success

Note: The job is a remote job and is open to candidates in USA. Reflow is a U.S.-based tech company focused on workforce and workflow intelligence. They are seeking a Fractional Head of Customer Success to manage the Customer Success team, enhance team performance, and oversee the full customer lifecycle from pilot through expansion.

Responsibilities

• 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

Skills

• 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

• 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.

Company Overview