Internal Head of Customer Success (INS853)

We're looking for an Internal Head of Customer Success to own the client success function at Hire Overseas, a fast-moving offshore staffing and HR platform placing vetted global talent into U.S. companies. You will build and lead the customer success motion from the ground up, own a portfolio of client relationships, drive retention and expansion, and set the standard for how clients experience this company after the sale.

This is a small business. There is no established playbook, no large team behind you, and no committee to route decisions through. You will have a high degree of ownership and autonomy — which means you design the processes, make the calls, and are directly accountable for whether clients stay, grow, and refer others. If you are a senior customer success leader who thrives without structure being handed to them, takes full ownership of outcomes, and wants to build something real rather than maintain what someone else built, this role is a strong fit.

Why You'll Want to Join

100% remote setup so you can work wherever you're most productive

This role requires availability during US business hours

Work directly with founders at a growing offshore staffing company with real traction and a strong client base

Build and own the customer success function with full autonomy over strategy, process, and outcomes

What You'll Work On

Customer Success Strategy and Function Building

Design and build the customer success function including onboarding, engagement cadences, health scoring, renewal processes, and expansion playbooks

Define what a great client experience looks like at Hire Overseas and build the systems that deliver it consistently

Create the processes, templates, and frameworks the team will run on as the company grows

Report to founders on portfolio health, retention metrics, and strategic recommendations

Client Relationship Ownership

Own a portfolio of client accounts as the senior point of contact from placement through long-term engagement

Build strong, trust-based relationships that make clients feel supported, valued, and confident in their investment

Conduct regular proactive check-ins and surface risks, opportunities, and insights before clients have to raise them

Handle escalations directly and resolve complex client situations with good judgment and minimal involvement from founders

Retention and Expansion

Drive client retention by delivering a consistently excellent account experience at every stage of the relationship

Identify and pursue expansion opportunities including additional placements, new roles, and broader scope within existing accounts

Track account health across the full portfolio and maintain a clear view of at-risk clients with active plans to address them

Build the case for renewal and expansion into every client relationship from day one, not at contract end

Team and Process Development