Head of Customer Success

TO APPLY, SUBMIT YOUR APPLICATION HERE:https://forms.gle/rnovwkhrUtgoj3HTA

About PodPitch

PodPitch is responsible for close to 5% of all podcast interviews worldwide and growing, FAST!

We help businesses find the right podcasts, create personalized pitch emails, and manage the whole guest-booking process in one place. Customers upload client information, and PodPitch automates ingbuild a targeted list, personalize outreach, and track responses from start to finish.

It is a job that used to be time-consuming and messy. We make it faster, easier to manage, and much more scalable. Our customers get results quickly and often tell us how much time the product saves them.

In the last year, we've expanded with 4 new products & need help driving customer education, adoption and renewals.

The role

We are hiring a hands-on, tech-forward Head of Customer Success to lead five CSMs who support more than 1,000 SMB customers.

This is an important role for us. We need someone who enjoys getting close to the work, seeing where customers or processes are getting stuck, and doing something about it. You will lead the team, improve how we serve customers at scale, and help make retention more predictable.

This may not be the right role if you prefer a large organization with lots of structure and very narrow ownership. It is a good fit if you like building, taking initiative, and having a real say in how Customer Success works.

What you will do

• Lead, coach, and support a team of five CSMs.

• Improve our SMB customer journey across onboarding, adoption, renewals, and churn risk.

• Own the numbers that matter: NRR & churn.

• Work closely with Product + sales to turn customer feedback into better outcomes.

• Build useful automation, reporting, and AI-assisted workflows so a small team can be more proactive and effective.

What good looks like

In your first 30 days, you will spend time with the team and customers, understand the data, and learn where we are losing time or putting customers at risk.

By 90 days, you will have a clear picture of retention, the biggest opportunities, and the most important problems to fix first. We would expect a practical plan, a stronger operating rhythm, and better visibility into where help is needed.

Over the following 3 to 6 months, you will help us build a more consistent CS function. That means clear ownership, better playbooks, stronger coaching, earlier churn intervention, and ultimately real improvement in renewals, GRR, NRR, and the overall customer experience.

Why this role matters

You will have real ownership here. You will work closely with leadership, shape how we scale Customer Success, and see the impact of your work in the customer experience and the business.

What we are looking for

• Leadership experience in B2B SaaS Customer Success, ideally with a large SMB customer base.

• A track record of improving retention, renewals, GRR, NRR, or churn. We want someone who can explain the work behind the numbers.

• A practical approach to leading change and getting a team aligned.

• Comfort with technology. You have built or rolled out automation, AI workflows, reporting, or operational systems that made Customer Success more effective.

• Clear communication, good judgment, and the habit of taking action without waiting to be told every step.