Head of Customer Success

About Reacher

We automate creator marketing for the world's largest brands

Tech

Python and React platform using LLMs & CV models powering automated creator discovery, chatbots, video search, payment flows, and an AI agent framework that handles marketplace tasks end-to-end. We're building an app for creators to manage partnerships and campaigns, plus an AI talent manager that handles contract negotiations, performance tracking, and relationship management.

The role

### **About the Role: Head of Customer Success**At **Reacher**, we're helping e-commerce brands unlock the full potential of **TikTok Shop** — and we’re growing fast. As we scale, we're looking for a **Rockstar Head of Customer Success** to build and lead our CS organization.This is a high-impact leadership role ideal for someone who has successfully scaled Customer Success teams in SaaS and thrives in fast-paced, high-growth environments.You’ll own the entire post-sale customer journey — from onboarding to renewal to expansion — and play a pivotal role in shaping customer experience, improving retention, and driving long-term revenue growth.### **What You’ll Do*** **Own Strategy & Execution:** Lead the vision, strategy, and execution of Customer Success across the full customer lifecycle.* **Drive Scalable Onboarding:** Build and manage onboarding and education programs that accelerate time to value.* **Retention & Expansion:** Establish health scores, monitor performance, and identify churn risks to maximize retention and account growth.* **Cross-Functional Partnership:** Collaborate with Product and Sales to advocate for customers and increase LTV.* **Data & Tools Optimization:** Maximize effectiveness of tools like HubSpot and analytics platforms to drive insights and decision-making.* **Content & Enablement:** Lead the knowledge base, documentation, and support content strategy, working closely with Engineering on product releases.* **Information Centralization:** Organize and streamline customer and partner insights to improve communication across the GTM org.### **You’ll Be Successful If You...*** Have **5+ years** of experience in Customer Success, with **2+ years** in a leadership role at a SaaS company.* Have a **proven track record** of scaling CS orgs and improving customer retention and expansion.* Are **data-savvy** and confident navigating SaaS metrics and KPIs.* Are an **excellent communicator** with strong cross-functional collaboration skills.* Thrive in **fast-paced, ambiguous** startup environments where speed and scrappiness are key.### **Bonus Points*** Experience in **creator/affiliate marketing platforms** or **social commerce**.* Familiarity with **influencer marketing data** and **automation tools**.* Background in **workshop facilitation** or customer training programs.### **Why Join Reacher?*** Work directly with the hottest e-commerce platform (**TikTok Shop**).* High-impact, strategic role with direct influence on company growth.* Competitive compensation + **equity** + **performance-based bonus**.* Fast-paced startup with huge learning and career advancement potential.* Collaborate closely with **founders** and the **leadership team**.