Job Type: Full-time
Salary: $155,000 to $165,000 /year OTE
SearchLab is seeking a founding Head of Customer Success (Player-Coach), a builder-leader ready to design and level up our Customer Success function while personally managing a select book of customers. Reporting to the Chief Strategy Officer, this person will help define and deliver what Customer Success means at SearchLab by shaping systems, piloting engagement models, and directly proving their effectiveness through hands-on client relationships.
You’ll serve as a strategic consultant, trusted advisor, and growth enabler for our clients. You’ll drive retention, expansion, and measurable ROI while laying the foundation for a scalable CS organization that can grow in your image. This is a rare opportunity to create something lasting, blending leadership, strategy, and execution in one high-impact role.
You love digital marketing, excel at managing and prioritizing multiple projects and stakeholders, and thrive on building lasting, mutually beneficial relationships.
Accountabilities
Commercial Accountability, Growth, and Retention
- Strengthen renewal retention and win-back efforts. Contribute to a repeatable, scalable approach to customer growth and retention as our Customer Success motion matures.
- Identify and drive expansion. Work with sales and delivery to build account plans that uncover growth opportunities and construct ROI-driven expansion cases.
Success in these areas depends on building deep, value-based relationships and consistent, transparent communication with our clients.
Customer Success Excellence
- Elevate and formalize excellence. Refine and systematize SearchLab’s existing customer success practices while personally managing a select book of key accounts.
- Safeguard and grow relationships. Monitor satisfaction, identify risks early, and apply proactive, business-aligned strategies to protect and expand value.
- Own strategic relationships. Build strong connections across every level of the customer organization—from day-to-day contacts to executive sponsors—developing a deep understanding of goals, market context, and success metrics.
- Lead purposeful communication. Drive onboarding, monthly strategy calls, and renewal or win-back conversations that focus on measurable progress and outcomes.
- Track commercial health. Manage the financial and strategic health of your accounts against clear retention and growth targets.
- Translate data into value. Use reporting and insights to clearly demonstrate ROI and impact, helping clients see the business outcomes of their investment.
- Collaborate across teams. Partner with delivery, sales, and leadership to ensure seamless execution and champion the customer perspective across the organization.
Core Competencies
Required Experience and Skills
- Proven track record. 5+ years in Customer Success, Account Management, Client Services, or a related client-facing role with measurable responsibility for retention and growth.
- Commercial accountability. Strong understanding of renewals, forecasting, and portfolio health management. Confident managing to revenue targets and identifying expansion opportunities.
- Customer partnership mindset. Deep empathy for client goals, balanced with a business-first perspective that keeps outcomes and ROI in focus.
- Strategic communication. Skilled at leading executive conversations, facilitating business reviews, and keeping complex discussions grounded in value and results.
- Business acumen. Understand how customers generate revenue and how SearchLab’s programs impact their performance.
- Analytical thinking. Use data and reporting tools to extract insights, build ROI cases, and guide strategic decisions.
- Collaboration and influence. Partner effectively across departments, advocating for customer needs while supporting operational realities.
- Organization and prioritization. Manage multiple clients, projects, and timelines with confidence and clarity.
- Tool proficiency. Comfortable working in digital marketing platforms, analytics tools, and CRM systems. Proficiency with Google Workspace or MS365 environments preferred.
Desired Skills
- Familiarity with Digital Marketing and associated tools like Google Ads, Microsoft Ads, Google Analytics, Google Search Console, and Google Looker Studio.
- Experience using CRM systems for renewal and expansion forecasting.
- Experience with task management tools such as ClickUp, Monday, or Airtable.
- Curiosity about how AI and LLMs are shaping digital marketing workflows.
Benefits
We take care of our people so they can take care of our clients. SearchLab offers a flexible, growth-minded environment built on trust and accountability, along with:
- 401(k) with employer match
- Medical, dental, and vision insurance
- Unlimited PTO with a strong culture of balance
- Generous maternity and paternity leave
- Profit-based bonus program
- Remote work flexibility across North America