This is a commercially-led leadership role owning the full customer lifecycle for a VC-funded SaaS business. You will drive Net Revenue Retention and expansion while managing a newly hired Expansion Account Manager. Beyond relationship management, you will oversee financial operations, billing, and reporting to ensure investor-ready operational visibility and scalable growth.
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Head of Customer Success at Thrive
Are you a commercially-minded leader looking to own the entire customer lifecycle at a VC-backed SaaS startup? This Head of Customer Success role goes beyond typical relationship management, offering full ownership of revenue retention, expansion strategy, and financial operations. You will manage a dedicated expansion team and build investor-ready reporting systems during a critical growth phase. If you thrive on a blend of strategic leadership and hands-on operational rigour in the HR-tech space, this is the perfect opportunity to make a measurable impact on a scaling business.
Overview
Role overview
Company
Thrive
Software
VC-backed high-growth SaaS and HR-tech startup specializing in career development and recruitment automation
Responsibilities
What you will do
- Own end-to-end commercial metrics including Net Revenue Retention (NRR), Churn, and ARR forecasting for the existing customer base.
- Line manage and coach the Expansion Account Manager to identify and close growth opportunities within established accounts.
- Oversee all customer financial operations including contracts, Stripe administration, invoicing, and subscription scheduling.
Candidate profile
Who this is a fit for
- Proven experience leading a Customer Success function within a high-growth SaaS or HR-tech environment.
- Strong operational mindset with hands-on experience in financial administration, billing platforms, and commercial data analysis.
- Exceptional leadership skills with the ability to translate complex operational metrics into clear business narratives for stakeholders.
What makes it remarkable
Why this role is remarkable
- Inherit a mature operational framework with advanced customer engagement models and reporting infrastructure built for scale.
- Influence company-wide strategy through direct partnership with leadership on investor reporting and operational planning.
- Enjoy broad autonomy over both strategic customer success and hands-on commercial operations, including billing and financial reconciliation.
Jack & Jill
How Jack & Jill work together
I get to know what you’re great at, then find roles you’d never find yourself.Ok, I'll go first. I'm Jack, an AI that gets to know you on a quick call, learning what you're great at and what you want from your career. Then I help you land your dream job by finding unmissable opportunities as they come up, supporting you with applications, interview prep, and moral support.
I recruit from Jack’s network and make the intro when I spot a great match.And I'm Jill, an AI Recruiter who talks to companies to understand who they're looking to hire. Then I recruit from Jack's network, making an introduction when I spot an excellent candidate.
Meet Jack
Jack gets to know what you're great at and what you want next, then searches 14 million jobs daily and introduces you directly to hiring managers.
How does this work?
Jack's an AI agent for job searching and career coaching. He works for you.
Jill is the AI recruiter working for the company. She recruits from Jack's network.
If it's a match and the company wants to meet you, they'll make the intro. In the meantime, if you'd like, Jack will send you excellent alternatives.