Head of Customer Success

Location: Virtual, Wellesley, Massachusetts, United States

Annual base salary: $143,513.33–$231,200.00; incentive eligible.

Company

Nuvolo, a hirify.global business, provides cloud-based Connected Workplace SaaS solutions built on ServiceNow for managing people, locations, assets, and work.

What you will do

• Lead and scale the global Customer Success organization, including Customer Success Managers and Partner Success Managers.
• Own customer retention, Net Revenue Retention, expansion, adoption, satisfaction, and customer health outcomes.
• Develop scalable engagement strategies, customer health scoring, account development playbooks, and post-sales escalation processes.
• Optimize the customer journey from onboarding through renewal and expansion, including QBRs and EBRs for strategic customers.
• Build customer advocacy programs with Marketing, including case studies, referrals, and success stories.
• Collaborate with Sales, Product, Marketing, Support, Professional Services, and Operations to improve the post-sales experience and influence the product roadmap.

Requirements

• 10+ years of experience in Customer Success leadership, including building and growing high-performing teams.
• Experience handling complex issues, critical incidents, multiple initiatives, and executive-level stakeholder relationships.
• Strong written and verbal communication, problem-solving, analytical, organizational, and cross-functional collaboration skills.
• Technical knowledge of complex systems and experience working with global teams.
• Ability to use data, metrics, KPIs, and forecasting to drive decisions and continuous improvement.

Culture & Benefits

• Virtual work environment with a customer-first culture focused on sustainability and measurable impact.
• Health insurance and holistic wellness programs available from day one.
• Family-building benefits, including fertility coverage and adoption or surrogacy assistance.
• Up to 15 vacation days, paid holidays, sick leave, volunteer leave, and parental leave options.
• 401(k) matching, training and educational programs, tuition assistance, and student debt support.