Head of Customer Success
Head of Customer Success at Reacher — San Francisco, CA, US
- Company: Reacher
- Location: San Francisco, CA, US
- Employment type: FULL_TIME
- Salary: USD 110000–180000 / year
- Posted: 2026-07-17
About this role
About the Role: Head of Customer Success
At Reacher, we're helping e-commerce brands unlock the full potential of TikTok Shop — and we’re growing fast. As we scale, we're looking for a Rockstar Head of Customer Success to build and lead our CS organization.
This is a high-impact leadership role ideal for someone who has successfully scaled Customer Success teams in SaaS and thrives in fast-paced, high-growth environments.
You’ll own the entire post-sale customer journey — from onboarding to renewal to expansion — and play a pivotal role in shaping customer experience, improving retention, and driving long-term revenue growth.
What You’ll Do
Own Strategy & Execution: Lead the vision, strategy, and execution of Customer Success across the full customer lifecycle.
Drive Scalable Onboarding: Build and manage onboarding and education programs that accelerate time to value.
Retention & Expansion: Establish health scores, monitor performance, and identify churn risks to maximize retention and account growth.
Cross-Functional Partnership: Collaborate with Product and Sales to advocate for customers and increase LTV.
Data & Tools Optimization: Maximize effectiveness of tools like HubSpot and analytics platforms to drive insights and decision-making.
Content & Enablement: Lead the knowledge base, documentation, and support content strategy, working closely with Engineering on product releases.
Information Centralization: Organize and streamline customer and partner insights to improve communication across the GTM org.
You’ll Be Successful If You...
Have 5+ years of experience in Customer Success, with 2+ years in a leadership role at a SaaS company.
Have a proven track record of scaling CS orgs and improving customer retention and expansion.
Are data-savvy and confident navigating SaaS metrics and KPIs.
Are an excellent communicator with strong cross-functional collaboration skills.
Thrive in fast-paced, ambiguous startup environments where speed and scrappiness are key.
Bonus Points
Experience in creator/affiliate marketing platforms or social commerce.
Familiarity with influencer marketing data and automation tools.
Background in workshop facilitation or customer training programs.
Why Join Reacher?
Work directly with the hottest e-commerce platform (TikTok Shop).
High-impact, strategic role with direct influence on company growth.
Competitive compensation + equity + performance-based bonus.
Fast-paced startup with huge learning and career advancement potential.
Collaborate closely with founders and the leadership team.