Head of Customer Success

Job Description

Posted on: 
Jan 3, 2022

A brief overview

The Head of Customer success is a unique role that provides an amazing opportunity to drive growth at Herb, partnering with both Herb team members as well as our amazing clients. We get to see our work make an impact on growth and the bottom line on a daily basis - and we’re rewarded on that performance. We are creating a new model for our clients and to find people that can elevate the growth and retention of our clients/partners.The leadership team at Herb is tasked with building and executing a growth plan for Herb. To help lead the charge in customer retention and success we are seeking a Head of Customer Success. This person will be responsible for developing and implementing our best practices for the key account management team. We need a proven CS leader with a process-oriented mindset. One that will develop revenue growth and CS operational strategies with the CRO/Herb leadership team.


  • Work with the CRO and leadership teams at Herb to develop and implement retention and growth strategies and build operational best practices.
  • Partner with the leaders to recruit, develop, and train team members
  • Contribute new ideas and content to the growing list of proven Herb playbook
  • Drive CS & Retention training and learning culture
  • Implement proper CS tracking and reporting
  • Identify and help build out vital collateral for retention and onboarding
  • Provide due diligence and CS strategies for new/existing customers

    You Have

  • 5+years of experience of CS team management across all core CS pillars (renewals, expansion, onboarding, support, professional services).
  • 2+ years working with marketers or advertising
  • Proven track record of increasing customer retention rates
  • Experience creating and implementing pricing changes, customer onboarding, and customer retention processes
  • Excellent written and verbal communication
  • Able to teach best practices, strategies, and tactics
  • Must have great knowledge o CS-related tools
  • Strong project management, and organizational skills

    How to apply

    We know that applying to a new role takes a lot of work and we truly value your time. We are looking forward to reading your application. If you’re interested in helping us shape the future of cannabis around the world, send us a few samples of your work: portfolio, CV, resume, linkedin, or whatever represents you best to careers@herb.co. We are looking forward to reviewing your application.


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