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Key Responsibilities:
- Strategy & Playbook: Improve the customer journey and retention processes.
- Team Coaching: Run weekly 1-on-1s with CSMs to level up their skills.
- Risk & Retention: Own the NRR and gross retention strategy.
What are we looking for:
- 8+ years in B2B SaaS Customer Success with 2+ years leading a CS team.
- Builder mindset — you enjoy standing up systems, playbooks, and processes from scratch.
- Metric-obsessed — expert at NRR, churn forecasting, and expansion math.
Clipbook
Clipbook is a fast-growing startup. They have a smart, hard-working, and resourceful team with a rapidly growing company with commercial rigor at its core.