Head of Customer Success

Department: Sales

Employment Type: Permanent - Full Time

Location: US - Texas

Description

The Head of Customer Success will build and scale our Customer 
Success function to deliver measurable customer outcomes that drive retention, expansion, and advocacy. This role sets the operating model, hires and develops the team, and serves as the executive sponsor for strategic accounts. You will ensure Solis customers realize long-term value from our cybersecurity services, positioning Customer Success as a core growth engine. 

About the role

We’re looking for a visionary leader to define and execute our Customer Success strategy, shaping everything from coverage models and playbooks to the full customer journey. In this high-impact role, you’ll build and lead a team of talented Customer Success Managers, setting clear KPIs and career development paths to foster growth and excellence. You’ll implement robust customer health scoring and risk management frameworks, while driving proactive renewal forecasting to ensure long-term customer satisfaction and retention.
As the face of Customer Success, you’ll lead executive-level engagements including QBRs, EBRs, and roadmap reviews for strategic accounts. You’ll own the renewal process and identify expansion opportunities, all while serving as the Voice of the Customer across Sales, Service Delivery, Operations, and Finance—advocating for continuous improvement. 

About you

Your insights will shape leadership decisions through regular reporting on portfolio health, renewal performance, and pipeline growth. Other key experience includes:

• Proven leadership experience scaling Customer Success or Account Management in cybersecurity, SaaS, or IT services.
• Strong record of delivering retention and Net Revenue Retention growth.
• Executive presence with ability to build trusted relationships at C-level.
• Data-driven operator; comfortable with CRM and reporting systems.
• Background in cybersecurity services or insurance/broker ecosystems preferred.

If you're ready to make a strategic impact and elevate the customer experience, we’d love to hear from you.