Head of Customer Success

About this role

GoLinks is seeking a Head of Customer Success to lead the onboarding, retention, and growth across their customer base. The role involves defining customer success strategies, owning retention targets, and implementing scalable onboarding programs. A hands-on leadership approach is required to create a customer success engine for growth.

About the company

GoLinks provides short, memorable internal links so companies can share resources without long URLs. It serves workplaces that want faster knowledge sharing and navigation.

What you'll do

• Define and own the customer success strategy
• Own retention and net revenue retention (NRR) targets
• Design and implement scalable onboarding programs
• Partner closely with Sales on renewals and expansion opportunities
• Establish customer health metrics and playbooks
• Serve as an executive sponsor for strategic accounts
• Report on customer success performance to leadership
• Champion voice of the customer for product influence

What we're looking for

• 7+ years in Customer Success or related role at B2B SaaS
• 2+ years in a leadership role
• Track record of retention/NRR ownership
• Experience with mid-market and enterprise customers
• Strong analytical skills for tracking success metrics
• Excellent communication skills for executive presentations
• Builder's mindset for creating structures in growing organizations
• Experience with CS/CRM tools (e.g., Gainsight, Salesforce)

Nice to have

• Experience in enterprise IT
• Knowledge management or workplace productivity SaaS

Benefits

• Top-tier Medical, Dental, and Vision benefits
• Life Insurance and other supplemental benefits
• EAP and monthly wellness stipend
• 401(k) retirement plan
• Paid Holidays and Winter Break
• New hire stipend for work environment improvements
• Company off-sites and biweekly free lunch
• Learning & Development benefits