Head of Customer Success & Support

Parsippany, NJ
Full Time
Senior Manager/Supervisor

Head of Customer Success & Support

Location: Full-Time, In-Office | Parsippany, New Jersey

💼 The Role

At Giftogram, appreciation isn’t just what we do—it’s who we are. As the Head of Customer Success & Support, you will own the full post-sale customer journey—from onboarding to renewal. You’ll lead a team of CSMs and Support Specialists, define the strategies that drive Net Revenue Retention (NRR), and create scalable systems to deliver consistent, proactive, and personalized customer experiences. 

🎯 Responsibilities

🚀 Customer Success Strategy & Execution

  • Own end-to-end customer lifecycle for mid-market and enterprise customers

  • Define and drive programs for onboarding, adoption, retention, and expansion

  • Set clear segmentation, engagement models, and CSM capacity plans

  • Develop playbooks for QBRs, health checks, and value delivery

  • Collaborate with Sales to drive expansion and renewal motion

📞 Customer Support Leadership

  • Oversee day-to-day support operations, ensuring SLAs and CSAT targets are consistently met

  • Build support workflows that reduce time to resolution and improve first-touch outcomes

  • Define escalation paths and knowledge management best practices

  • Implement tools and processes for proactive support (e.g., help center, chat)

📈 Team Leadership & Development

  • Lead and grow a high-performing team of CSMs and Support Specialists

  • Coach team members through customer scenarios, expansion influence, and retention plays

  • Establish career paths, goals, and performance benchmarks

  • Build a culture of accountability, collaboration, and customer-first thinking

📊 Data, Insights & Reporting

  • Monitor key metrics: Gross Retention, NRR, CSAT,  and support resolution rates

  • Build dashboards and forecast churn/expansion risk

  • Deliver customer insights to Product, Marketing, and Sales to inform roadmap and GTM strategy

🤝 Cross-functional Collaboration

  • Partner with Sales on expansion and renewal strategy

  • Work with Product to bring customer voice into roadmap prioritization

  • Collaborate with RevOps to improve data hygiene, playbook automation, and CRM processes

✅ You Bring

  • 2+ years of leadership experience in Customer Success or post-sale leadership, ideally in SaaS or B2B gifting/commerce

  • A proven track record of improving NRR, reducing churn, and scaling post-sale teams

  • Experience managing both Success and Support functions

  • Operational mindset—you love process, systems, and structure

  • Executive presence and ability to influence cross-functional teams and customers alike

  • Deep empathy for customers—and a knack for turning feedback into strategy

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