Your Role With Us

We’re hiring a Head of Customer Success to lead and scale RouteGenie’s post‑sales organization, spanning Account Management, Implementation, and Customer Support. Reporting directly to the CEO, this leader will be responsible for stabilizing and scaling onboarding and implementation throughput, driving retention and expansion, and building the operating model required to support our current and future customer base.

This is a hands‑on leadership role for someone who thrives in growth‑stage environments and knows how to build durable systems while the business is moving fast. 

The role may be based in Buffalo, NY or Nashville, TN, with a hybrid work schedule and regular travel for customer visits, conferences, and in‑person collaboration.

What You’ll Own

Retention & Expansion

• Own renewals and expansion strategy, with accountability for GRR and NRR
• Strengthen long-term customer relationships and commercial outcomes
• Partner with Sales on expansion opportunities and strategic accounts

Implementation & Time‑to‑Value

• Stabilize and scale the implementation function to remove current throughput bottlenecks.
• Design implementation capacity models, staffing plans, and standardized onboarding motions.
• Reduce time‑to‑value while maintaining quality and customer confidence.

Customer Segmentation & Operating Model

• Lead segmentation across SMB, mid‑market, and enterprise customers and define differentiated success motions. 
• Partner cross‑functionally to evolve RouteGenie’s operating model as the business moves upmarket.

Support & Customer Experience

• Oversee Customer Support, ensuring effective escalation management and feedback loops.
• Partner with Product and Engineering to translate customer insights into roadmap priorities.
• Improve customer experience consistency while maintaining operational efficiency.

Team Leadership & Org Scaling

• Build, lead, and develop a growing post‑sales organization across Account Management, Implementation, and Support.
• Establish clear roles, accountability, performance metrics, and career paths.

Strategic Partnerships & Growth

• Support strategic partnerships, including Fortune-level healthcare and enterprise partners.
• Collaborate with Sales and executive leadership on expansion opportunities and long‑term growth initiatives.

What We’re Looking For

Must‑Have Qualifications

• 8-15 years of experience in Customer Success or related leadership roles.
• Proven success scaling post‑sales organizations in growth‑stage SaaS environments.
• Experience owning or heavily influencing renewals, retention, and customer expansion.
• Strong operational instincts with the ability to bring structure to fast‑moving, ambiguous situations.
• Track record of leading cross‑functional teams spanning Account Management, Implementation, and Support.

Strongly Preferred Experience

• Background in vertical or operations‑heavy SaaS (e.g., logistics, field services, healthcare‑adjacent platforms).
• Experience supporting SMB customers while building toward mid‑market or enterprise maturity.
• Exposure to implementation design, onboarding automation, and customer training programs.
• Experience in PE‑backed or profitable growth‑stage companies.

Who You Are

• A builder who enjoys organizing chaos and creating scalable systems.
• Customer‑centric but commercially minded.
• Comfortable rolling up your sleeves while also setting long‑term strategy.
• Curious, AI‑forward, and excited about modernizing customer operations.
• Collaborative, decisive, and energized by growth.