Head of Customer Success

Who we are

At GoLinks, we’re all about making work simpler and more efficient for teams and individuals. Our tools—GoLinks, GoProfiles, and GoSearch—help streamline workflows, giving instant access to key knowledge for building products, collaborating between teams, and supporting customers. As a fast-moving startup, we quickly adapt and respond to our users’ needs. We’re looking for passionate team members who value innovation, excellence, and growth as much as we do.

About the role

GoLinks is looking for a Head of Customer Success to build and lead the function responsible for onboarding, retention, and growth across our customer base. You'll own the end-to-end post-sale customer journey — from onboarding and adoption through renewal and expansion — and will build playbooks and metrics that make customer success a durable growth engine for the company.

This is a high-impact, hands-on leadership role for someone who has scaled a CS org at a B2B SaaS company and wants to shape the strategy, not just execute against someone else's.

What you’ll do

Define and own the customer success strategy , including onboarding, adoption, health scoring, renewals, and expansion/upsell motions

Own retention and net revenue retention (NRR) targets ; identify and act on churn risk early

Design and implement scalable onboarding programs that get new customers to value quickly

Partner closely with Sales on renewals and expansion opportunities , and with Product on the customer feedback loop

Establish customer health metrics, QBR cadences, and playbooks for different account segments (SMB through enterprise)

Serve as an executive sponsor for key strategic accounts

Report on CS performance (retention, NRR, CSAT/NPS, adoption) to company leadership

Champion the voice of the customer internally, influencing product roadmap and go-to-market decisions

Who you are

7+ years in Customer Success , Account Management, or a related customer-facing role at a B2B SaaS company, including 2+ years in a leadership role

A track record of owning retention/NRR targets and building repeatable CS processes from the ground up

Experience working with both mid-market and enterprise customers, including executive stakeholders

Strong analytical skills — comfortable defining and tracking the metrics that matter (NRR, churn, CSAT/NPS, adoption)

Excellent communication skills , with experience presenting to internal leadership and external customer executives

A builder's mindset — you're comfortable creating structure and process in a growing organization, not just operating within an existing one

Experience with CS/CRM tooling (e.g., Gainsight, Salesforce, HubSpot, or similar)

Bonus: experience in enterprise IT, knowledge management, or workplace productivity SaaS

Our Benefits & Perks

Top-tier Medical, Dental, and Vision benefits, including FSA

Life Insurance, AD&D, STD, and LTD benefits

EAP and monthly wellness stipend for your physical and mental health

401(k) retirement plan to save for your future

Paid Holidays, including a Winter Break for your rest and relaxation

New hire stipend to cultivate a better work environment

All expenses paid company off-sites and free lunch biweekly at Company meetings

Learning & Development benefits for continuous learning

MacBook Pro or equivalent laptop for your productivity

Hybrid schedule to manage your personal obligations

Flexible remote work environment: coffee shop, beach, or anywhere in between

We can only accept US-based applicants at this time.