Head of Customer Success

Propensity is the only account-based marketing (ABM) platform designed for small teams. We support B2B companies looking to grow with intent-driven ABM outreach and who have been looking for a cost-effective way to target high-intent audiences within their niche.

We are a motivated team of self-starters who thrive in a remote-first setting. We offer a generous benefits package, including competitive salaries and equity, employer-paid health and dental insurance, 401k, paid time off, and education reimbursement. We provide an environment in which to refine skills and grow careers continually.

About this Role: We’re looking for a strategic, customer-obsessed Head of Customer Success to lead and scale Propensity’s Customer Success function. This is a critical leadership role responsible for ensuring our customers achieve meaningful outcomes using our platform, from onboarding to renewal and expansion.

You’ll own the customer journey post-sale, build a world-class team, and partner closely with Product, Marketing, Sales, and Operations to deliver a seamless and impactful customer experience. The ideal candidate brings deep experience in marketing tech, a passion for ABM, and a hands-on approach to leadership in a high-growth startup environment.

Responsibilities:

• Own and evolve the Customer Success strategy to drive adoption, satisfaction, retention, and expansion across the customer base
• Lead, mentor, and grow a high-performing team responsible for onboarding, customer enablement, and account management
• Serve as a subject matter expert in Account-Based Marketing to guide both customers and team members on best practices
• Develop scalable processes for each stage of the customer lifecycle, from onboarding, consumption, and QBRs to renewal and upsell
• Define and manage key success metrics (e.g., CSAT, NPS, retention, time-to-value, expansion revenue) and report insights to leadership
• Collaborate cross-functionally with Sales, Product, Marketing, and Operations to improve the customer experience and inform roadmap priorities
• Build trusted relationships with strategic customers and serve as an executive sponsor for high-value accounts
• Create feedback loops to champion the customer voice across the organization and drive continuous product and process improvements
• Identify and act on opportunities to streamline CS operations, including playbooks, automation, and tooling

What you’ll need:

• 5+ years of experience in Customer Success or Account Management in a SaaS or MarTech environment, with 3+ years leading teams
• Proven success building and scaling CS functions in a startup or high-growth B2B tech company
• Deep understanding of Account-Based Marketing, demand generation, and customer lifecycle strategies
• Experience influencing customer-centric product development through direct customer feedback and engagement
• Strong leadership and coaching skills with a hands-on, lead-by-example management style
• Proficiency with tools like Salesforce, HubSpot, Zendesk, and customer success platforms
• Data-driven mindset with strong analytical and decision-making abilities
• Excellent communication and collaboration skills—you work well across functions and with senior stakeholders
• A growth mindset, viewing setbacks as learning opportunities
• High adaptability—you thrive in dynamic environments and are energized by building

What we’d like to see:

• Direct experience with ABM platforms or MarTech stacks
• Experience supporting B2B marketing and sales teams
• Ability to create CS content, such as enablement guides, playbooks, and customer health frameworks
• You’re energized by startup life and ready to roll up your sleeves to build systems, processes, and a team
• You are a highly organized individual who can manage moving schedules and the needs of customers

Why we believe this is a great opportunity:

• Competitive salary
• Paid health coverage and
• Generous PTO
• Opportunity to join a high-growth organization at a key inflection point in its history
• Ability to make a large impact on our go-to-market organization and the company culture as we grow

Propensity is an equal-opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of our activities or operations. These activities include, but are not limited to, hiring and firing of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, interns, volunteers, and subcontractors.