Head of Customer Success

Head of Customer Success

San Diego, CA | Hybrid (3 days in office) | Full-Time

We're looking for a Head of Customer Success to lead our customer success function and own onboarding, retention, and renewals across our customer base. A core part of the role is building the systems, processes, and playbooks that let the team keep winning at scale.

You'll be working with a team of 3 already in place in the UK. One focused on training, one on account management, and one on live support. They're doing great customer-facing work today. Your job is to help them keep doing that as our customer base grows, by putting the right processes, tooling, and playbooks around them.

We're expanding into the US, and this role is our first Customer Success hire stateside. The UK team delivers the core customer work today. As our US customer base grows, you'll hire and build a US team alongside them.

You'll split your time roughly 50/50 between hands-on customer work (strategic accounts, QBRs, key escalations) and building the function (systems, tooling, hiring).

You'll report directly to the co-founders.

The initial focus is building out onboarding, activation, and renewal processes. Expansion sits with Sales, so your team's job there is to surface opportunities and hand them over.

H2X is a cloud-based engineering design platform used by mechanical and plumbing engineers to design building services. Our customers are design consultants, commercial contractors, and UFH/RFH specialists across the US, Canada, ANZ, UK, and beyond. The product is technical, the buyer is nuanced, and embedding into a customer's design workflow takes real craft. We need someone who has done this with a complex product before.

We value directness and simplicity. Short, clear answers to direct questions. We reach for tools to systematise and scale. We expect real craft in how we engage customers, not surface-level playbooks.

1. Onboarding & Activation

•       Build and continuously improve the onboarding playbook that the training lead runs on the ground.

•       Own the activation journey from contract signed to embedded in the customer's workflow.

•       Set up the systems, tooling, and metrics that track activation at scale.

•       Personally lead onboarding for the most strategic accounts.

2. Retention & Renewals

•       Own gross and net retention across the customer base.

•       Build early-warning signals that flag churn risk well before renewal conversations.

•       Work with the account management lead to run great QBRs, renewals, and customer reviews at scale.

•       Surface expansion opportunities within existing accounts and hand qualified opportunities to Sales to close.

3. Leading & Enabling the Team

•       Lead the 3 UK team members, who cover training, account management, and live support, and who report into you.

•       Build the processes, tooling, and playbooks that help each of them keep winning at scale.

•       Support each person's growth with regular coaching and clear goals.

•       Hire and grow the team as the customer base grows.

4. Systems, Process & Tooling

•       Select, configure, and maintain the CS tech stack.

•       Build dashboards that give the team and leadership clear visibility into health, activation, and retention.

•       Document playbooks that new hires can learn from quickly.

•       Partner with Product, Sales, and Engineering to close the feedback loop from customers back into the business.

Essential

•       Joined a seed-stage startup and scaled customer success as the company grew into a much larger business. Not just along for the ride.

•       Deep experience with a complex product and complex buyer. Nuanced onboarding and embedding, not a simple tool story.

•       Strong across onboarding, retention, and uncovering expansion opportunities, with real, demonstrable insights rather than surface-level familiarity.

•       Demonstrable best practices around onboarding and activation, with examples of the systems and processes you've built.

•       Proven experience leading a remote team and enabling specialists to do their best work.

•       Highly organised and tech-savvy. Defaults to tooling and systems when solving problems at scale.

•       Comfortable splitting time roughly 50/50 between hands-on customer work and building the function.

Preferred

•       Experience in technical SaaS sold to engineers, architects, or construction professionals.

•       Familiarity with HubSpot and modern Customer Success tooling.

•       Familiarity with the building services, construction, or engineering software industry.

•       Experience working across multiple time zones.

•       Hybrid working: 3 days per week in our San Diego office, 2 days remote.

•       A real leadership seat. You own the function and shape how we serve customers.

•       Report directly to the co-founders.

•       Early-stage company with real ownership and influence over how things are built.

•       A team that takes customers seriously but doesn't take itself too seriously.

•       This role is part leader, part operator, part builder. You need to be strong across all three.

•       We move fast. If you are used to large enterprise orgs with long ramp periods, this may not be the right fit.

•       Experience at start-ups or high-growth environments is a major plus.

•       Culture fit matters. We value people who are direct, curious, and bring real energy to the work.