Head of Customer Success & Experience (CSX)

About CloudHire

CloudHire is an AI-powered recruitment platform transforming how global companies hire and how candidates get hired. We’ve scaled this year, and now we’re entering our wellness phase — building systems that scale sustainably.

Head of Customer Success & Experience (CSX)

What You’ll Do

• Architect the Customer Journey:

  Design and implement the full CSX framework — onboarding, activation, retention, expansion.

• Set Up Health Scoring:

  Build CloudHire’s customer health system inside HubSpot — metrics, triggers, dashboards, and alert systems.

• Own HubSpot CX Architecture:

  Configure playbooks, sequences, and visual cues (color-coded health states, renewal dashboards, etc.).

• 0→1 System Design:

  Create playbooks, define SLAs, and introduce automation where possible.

• Drive User Adoption:

  Translate customer behavior into engagement strategies and experiments.

• Collaborate Cross-Functionally:

  Work with Sales, Product, and Tech to close the feedback loop and shape roadmap priorities.

• Report to Leadership:

  Own retention and NRR metrics, and present insights directly to the CEO.

Who You Are

• Experienced in

  HubSpot or Salesforce CS frameworks

  (HubSpot preferred).
• Understand

  customer health modeling

  , churn prediction, and engagement triggers.
• Have

  0–1 build experience

  — ideally joined an early-stage SaaS or tech company pre-scale.

  Has seen scale.

• Think in

  systems, color codes, and flows

  , not just in meetings and reports.
• Exceptional communicator — you can explain data science in plain English.
• Strategic, structured, and deeply customer-empathetic.
• Experience in both B2C and B2B verticals 
• Experience in Recruitment or HR
  

Perks & Benefits

• Competitive salary and performance-linked bonus.
• Stock options for early leadership contributors.
• Comprehensive healthcare.
• Freedom to experiment, build, and lead from scratch.