Head of Customer Success (US, Remote)

**About Storylane** Storylane helps go-to-market teams show their product instead of just talking about it. We launched in 2021 and have grown fast since, **3.5x in 2023 and 2.5x in 2024**, scaling to **$10M+ ARR and 4,000+ customers**, including **Gong, Amazon, Microsoft, and NASDAQ**. Much of that growth came from a product people love and spread on their own. We’ve since added **RepX**, our AI agent that qualifies website visitors and brings them into a live, clickable demo, and we have more products launching fast. **The role** Our customer base has grown fast, and Customer Success owns what happens next: **onboarding new customers onto all three products** (Demos, Hubs, and RepX), driving adoption, and keeping them for the long run.\ \ We’re hiring a Head of Customer Success to own gross revenue retention (GRR) and lead the full CS org: **CSMs, support, and integrations**. This is more than people management. You’ll run **three teams with three different jobs**: CSMs who onboard, renew, and expand accounts; support that keeps customers unblocked; and an integrations team that connects customers to the right platforms so they see ROI. The team spans the **US and India** and runs on **US hours**. You set the strategy, the targets, and the playbooks, and you step in when a key account needs you. We’re a fast-moving startup, so you’ll shape how CS runs and scales, not inherit a finished machine. **What you’ll do** * Lead **three teams, 15 people total**, across the US and India on US hours: CSMs (onboarding, renewals, expansion), support, and integrations (connecting customers to the right platforms so they see ROI). * Own **GRR** across the book of business, set retention targets by segment, and hit them. * Own **onboarding and adoption across all three products** so customers reach measurable ROI fast. * Run our **two-track CSM model**: an enterprise track for premium accounts and a growth track for the rest, each with its own motion. * **Hire, coach, and develop** the team; set goals, run 1:1s, and build a culture that holds across both regions. * Own **playbooks and enablement** for onboarding, adoption, renewals, expansion, and saves, plus mock calls, training, and the annual CS offsite. * Catch **churn risk early** from CRM, usage, support, and call data, and lead saves and win-backs on key accounts. * Own and extend the team’s **Claude automations and AI workflows**, and keep raising the bar on what CS automates. * Partner with **Sales, Product, Marketing, Engineering, and Finance**, and report on retention and team health to the founders. **What we’re looking for** * **5+ years** in B2B SaaS Customer Success, with **3+ years leading teams** of managers and ICs. * Experience working closely with **marketing and sales teams**, who are the buyers and users of our product. * Experience leading **more than one function at once** (CS, support, and a technical or integrations team), ideally across time zones. * Owns **GRR** as the headline metric and can show how they moved it. * Has led CS **across multiple products** on a fast-expanding product line. * **Data-driven and tool-fluent**: pulls account context from CRM, call intelligence, support, and usage to catch risk early. * Very comfortable with **AI and automation**. We run a lot of CS on Claude automations, and you’ll own and extend them. * A **player-coach** and strong executive communicator who jumps on a save call or into the data when it matters. * Resourceful and hands-on, happy to **build the process, not just run it**. **Nice to have** * **Technical fluency**: comfortable in the data and able to build or guide lightweight tooling (automations, scripts, Chrome extensions, small internal apps) that makes the team faster. * Hands-on experience with **AI workflows and agents**, including prompt design. * A background in **go-to-market tech** (demo automation, sales enablement, martech). * Experience onboarding customers through real **integration and setup work**. * Has **scaled a CS function** at a fast-growing startup, not just run a mature one. **Why join** * Our CS team is **built to improve its own work**. People here rebuild processes rather than just run them, and several are technical enough to ship a Chrome extension, an automation, or a small internal app. * The team is **strong on both sides**: soft skills with customers, hard skills in data, tooling, and the product. * CS knows the product deeply and works **shoulder to shoulder with Product, Sales, Marketing, and Engineering**. Your feedback shapes the roadmap. * **New products ship fast** (RepX and more), so there’s always something new to bring to customers. * You’ll **own how CS runs and scales**, with the autonomy to change what isn’t working. Visa sponsorship is not available for this role.