Head of Customer Success

Company Overview:

Procurement Sciences is at the forefront of transforming the multi-billion-dollar government contracting industry with Awarded AI, our cutting-edge platform designed to help businesses excel in government sales. We simplify complex processes, drive revenue growth, and deliver real cost savings through unmatched efficiency. As a leading venture-backed SaaS company founded by seasoned GovCon experts, we are not just participants in the AI revolution; we are shaping it by solving the industry’s toughest challenges. Our “One Team, One Fight” culture values creativity, accountability, and forward-thinking, and we invite driven builders and innovators to help us develop high-performing teams. Ranked among the top 10 percent of fastest-growing SaaS companies and on a clear path to becoming a unicorn, we are seeking top talent to join our early team and play a key role in building the next great AI software company.

Job Summary
We’re seeking a data-driven, relationship-focused Head of Customer Success to lead our next phase of growth and customer retention. This leader will own the entire post-sales journey — onboarding, adoption, health monitoring, renewals, and expansion — and will be responsible for building a proactive and highly effective CS organization that protects and grows revenue.
You’ll combine operational rigor with charismatic relationship-building, bringing best-in-class SaaS practices to anticipate churn risk early, implement adoption strategies that drive measurable ROI, and engage directly with executives at customer organizations to retain and expand partnerships. This is a senior leadership role for someone who thrives in high-growth startups and wants to build, not just manage, a world-class CS function.

Location:

***Lehi, UT or Reston VA area***

Remote for the right candidate.

Key Responsibilities

• Customer Health & Retention
• Build and oversee systems (Planhat or similar) to track adoption, engagement, and health scores.
• Identify churn risk early and deploy proactive playbooks to protect revenue and increase lifetime value.
• Strategic Adoption & Value Delivery
• Develop and execute customer adoption frameworks that drive ROI, usage, and long-term stickiness.
• Partner with customers to embed Awarded AI into their workflows and strategic priorities.

• Executive Relationship Management

• Serve as a trusted advisor and executive sponsor for key accounts.
• Negotiate renewals and expansions with a consultative, value-first approach.
• Team Leadership & Scaling
• Build, lead, and inspire a multi-segment CS organization — SMB, Mid-Market, and Enterprise.
• Recruit, mentor, and retain top Customer Success Managers (CSMs); create career paths and a performance-driven, engaged culture.
• Process & Operational Excellence
• Design scalable onboarding, implementation, and success playbooks that drive efficiency and predictability.
• Create structured reporting and dashboards for CS metrics — retention, net revenue expansion, health scores — to guide decisions and inform leadership.

• Cross-Functional Collaboration

• Work closely with Sales, Marketing, and Product teams to ensure a seamless handoff from sale to onboarding, and to surface customer feedback that drives product strategy and roadmap.
• Build and oversee systems (Planhat or similar) to track adoption, engagement, and health scores.
• Identify churn risk early and deploy proactive playbooks to protect revenue and increase lifetime value.
• Develop and execute customer adoption frameworks that drive ROI, usage, and long-term stickiness.
• Partner with customers to embed Awarded AI into their workflows and strategic priorities.
• Serve as a trusted advisor and executive sponsor for key accounts.
• Negotiate renewals and expansions with a consultative, value-first approach.
• Build, lead, and inspire a multi-segment CS organization — SMB, Mid-Market, and Enterprise.
• Recruit, mentor, and retain top Customer Success Managers (CSMs); create career paths and a performance-driven, engaged culture.
• Design scalable onboarding, implementation, and success playbooks that drive efficiency and predictability.
• Create structured reporting and dashboards for CS metrics — retention, net revenue expansion, health scores — to guide decisions and inform leadership.
• Work closely with Sales, Marketing, and Product teams to ensure a seamless handoff from sale to onboarding, and to surface customer feedback that drives product strategy and roadmap.

Required Experience & Qualifications

• SaaS CS Leadership: 7+ years in Customer Success within SaaS; at least 3+ years leading and scaling CS teams in a high-growth, startup environment.
• Retention & Expansion Expertise: Proven success building renewal and expansion playbooks, negotiating large and complex deals, and driving measurable NRR.
• Data-Driven Operator: Hands-on experience implementing and managing platforms like Planhat, Gainsight, or Totango to monitor health, predict churn, and trigger engagement.
• Strategic Adoption: Strong track record designing and executing adoption and success strategies that deliver measurable ROI and deepen product stickiness.
• Executive Presence: Highly personable, charismatic, and persuasive; able to build trust and influence decision-makers up to the C-suite.
• Team Builder & Mentor: Experience hiring, developing, and scaling high-performing CS organizations across SMB to Enterprise segments.
• High-Growth Startup Experience: Comfort with ambiguity, pace, and change; proven ability to build processes from the ground up.
• Analytical & Insight-Driven: Skilled at using data to inform strategy, drive accountability, and communicate impact to leadership and the board.

Compensation & Benefits

• Competitive executive salary plus performance-based incentives and stock options
• Comprehensive health plan for you and your family
• Flexible, remote-first work arrangements
• Significant leadership opportunity and direct impact on company trajectory
• Be a ground-floor leader at a rapidly scaling, VC-backed SaaS company
• Professional development and advancement opportunities

Notice: Background Check Required
As part of our employment process, a background check is required (including but not limited to credit history, criminal records, and employment verification) in compliance with the Fair Credit Reporting Act (FCRA). By applying, you acknowledge and consent to this process.

Procurement Sciences is an equal opportunity employer and is committed to a diverse and inclusive workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We encourage candidates from all backgrounds to apply