Description Head of Customer Success Location:

Palm Beach, FL (Primarily Onsite with Hybrid Flexibility)

Employment Type:

Full-Time, Contract-to-Hire, or Fractional Leadership Engagement About the Opportunity We are seeking an experienced and strategic Head of Customer Success to lead customer retention, engagement, and revenue growth across an established client portfolio. This senior leadership position is ideal for a customer-focused executive who combines strong relationship management skills with a data-driven approach to business performance. The successful candidate will take ownership of an existing portfolio of approximately 65 active clients, developing scalable strategies that improve customer outcomes, increase retention, reduce churn, and identify opportunities for account expansion. This role requires someone who can operate at both the executive and operational levels, building customer success processes while maintaining direct involvement with key client relationships. Key Responsibilities Customer Retention & Growth

+ Own and improve customer retention, engagement, and recurring revenue performance.

+ Develop strategies to increase Gross Revenue Retention (GRR) and recurring revenue growth.

+ Reduce customer churn through proactive engagement and risk mitigation efforts.

+ Identify opportunities for upselling, cross-selling, and account expansion.

+ Establish customer health metrics and early-warning indicators for at-risk accounts.

+ Create customer journey frameworks that drive long-term success and loyalty. Customer Success Leadership

+ Build and implement a scalable customer success operating model.

+ Develop processes, playbooks, and best practices to support client engagement and retention.

+ Serve as an executive partner to key customers, ensuring measurable business value is delivered.

+ Create accountability and visibility around customer success performance.

+ Collaborate with leadership to align customer success initiatives with business objectives. Metrics, Reporting & Analytics

+ Design and manage dashboards, reporting systems, and KPIs related to customer success.

+ Analyze customer data and trends to identify opportunities for improvement and growth.

+ Track and report on retention, adoption, expansion revenue, engagement, and customer health.

+ Use data-driven insights to influence strategic decisions and customer initiatives. Cross-Functional Collaboration

+ Partner closely with sales, marketing, operations, and executive leadership teams.

+ Ensure a seamless customer experience from onboarding through renewal and expansion.

+ Provide customer feedback and market insights to support product and business strategy. Requirements Qualifications + 7+ years of experience in Customer Success, Account Management, Client Services, or related leadership roles.

+ Proven track record improving retention, reducing churn, and growing recurring revenue.

+ Strong understanding of SaaS, subscription, membership, professional services, or recurring-revenue business models.

+ Experience managing customer success metrics such as GRR, NRR, ARR, customer health scores, and churn.

+ Analytical mindset with the ability to translate data into actionable business strategies.

+ Exceptional executive-level communication and relationship-building skills.

+ Experience building processes, systems, and scalable customer success programs.

+ Ability to thrive in a fast-paced, entrepreneurial environment. Preferred Experience

+ Experience leading customer success functions for growth-stage organizations.

+ Strong background in customer lifecycle management and revenue expansion strategies.

+ Familiarity with CRM platforms, customer success tools, and business intelligence reporting.

+ Experience presenting performance metrics and strategic recommendations to executive leadership. What Success Looks Like

+ Increased customer retention and recurring revenue.

+ Improved customer engagement, adoption, and satisfaction.

+ Reduced churn through proactive account management.

+ A scalable customer success framework supported by clear metrics and accountability.

+ Stronger customer relationships that drive long-term business growth. If you're a strategic customer success leader who enjoys building high-impact programs, leveraging data to drive decisions, and creating meaningful customer outcomes, we'd love to hear from you. Innovation starts with people.® Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles. Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information. © 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "," you're agreeing to Robert Half's Terms of Use (https://www.roberthalf.com/us/en/terms) and Privacy Notice (https://www.roberthalf.com/us/en/privacy) .