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.

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-per