Head of Customer Success

Remote (US)Full-time$150,000 - $190,000

We're looking for a Head of Customer Success to build the post-sales function at Basis from the ground up. Our customers are government contractors who depend on Basis to produce accurate, compliant cost proposals, and their success is directly tied to ours.

You'll start as a player-coach: managing our initial customer portfolio directly while designing the processes, playbooks, and metrics that will scale as we grow. You'll own onboarding, adoption, renewals, and expansion, and you'll be the primary executive sponsor for our most strategic accounts.

This role requires someone who can operate at both the strategic and tactical level: comfortable in a QBR with a CFO one day and debugging a rate table configuration the next.

What you’ll do

Build and lead the customer success function, including hiring, process design, and tooling
Own customer onboarding to ensure new accounts reach time-to-value within their first 30 days
Monitor customer health metrics and proactively address churn risks before they escalate
Manage renewals and identify expansion opportunities across the existing customer base
Develop scalable success playbooks, training materials, and self-service resources
Represent the voice of the customer in product planning and roadmap discussions

What we’re looking for

5+ years in customer success, account management, or professional services in B2B SaaS
Experience building or significantly scaling a CS function from early stage
Strong understanding of SaaS metrics: NRR, GRR, time-to-value, health scoring
Excellent relationship management skills with the ability to engage at the executive level
Analytical mindset with experience using data to drive retention and expansion strategies
Comfort operating in ambiguity and building processes from scratch in a startup environment

Nice to have

Experience in government contracting, defense tech, or compliance-focused verticals
Background with cost estimation, financial planning, or pricing tools
Familiarity with CS platforms like Gainsight, Vitally, or Totango
Experience managing both SaaS and on-premise customer deployments