Why this role exists

Most post-sale orgs are built to react - to churn signals, to escalations, to renewal deadlines. We're building JustCall's CS and Support function to get ahead of all three. As AI reshapes how revenue teams work, the customers who adopt it fastest win the most - and we need someone who can make that happen at scale.

We need a Head of Customer Experience who can sit across the table from a churning account, a skeptical CFO, or a product leader debating a roadmap - and walk out with a retention plan, a renewal committed, and a feedback loop that makes the product sharper. Someone who owns the full post-sale journey, holds hard GRR numbers, and treats every churn signal as a solvable problem.

What you'll actually do

• Own the end-to-end post-sale customer journey - onboarding, adoption, health management, renewals, and support - and be accountable for GRR outcomes, not just activity.

• Set retention targets, build operating models, and drive the segmented motions - SMB, mid-market, and complex accounts - that make them achievable.

• Accelerate product adoption and AI feature activation within the first 90 days - not just platform onboarding, but measurable workflow transformation.

• Lead Support against strict SLA, CSAT, and deflection goals - balancing human resolution with automated intervention at scale.

• Build and maintain customer health systems - scoring models, churn signals, and escalation frameworks - that give the org early warning, not post-mortems.

• Own headcount planning and org design for scale - structuring layers that create accountability without creating bureaucracy.

• Hold the line with Sales on CS scope, build tight feedback loops with Product, RevOps, Marketing, and influence roadmap without owning it.

• Drive a concrete point of view on what AI-enabled CS looks like at 1,000 accounts per CSM - and build toward it.

What we're looking for

• 10+ years in customer-facing SaaS - CS, Account Management, Professional Services, or Support leadership - with at least 4 years managing managers.

• Org scale experience - you've led a combined CS and Support team of 50–100 people, including frontline managers and team leads.

• Hard GRR numbers - you can walk through the retention rate you owned, what moved it, what didn't, and what you'd do differently. Vague answers won't pass the bar here.

• Segmented success motion - you've built different playbooks for SMB versus mid-market and know when tech-touch compounds value and when human intervention is non-negotiable.

• Real AI adoption experience - either driving customers to adopt AI features at scale or transforming your team's operations with AI tooling. "We use ChatGPT for emails" doesn't count. Be specific about what changed and how you measured it.

• Support org ownership - you've run or closely partnered with a support function and understand SLA design, tiering, escalation paths, and the balance between human and automated resolution.

• Stakeholder fluency - you've held the line with Sales, built feedback loops with Product, and influenced the roadmap without owning it.

Edges that help

• Domain background in communication platforms, CRMs, sales enablement, or contact centre software - you already speak your customers' language.

• Experience building or scaling a tech-touch motion alongside high-touch - pooled CSMs, in-app nudges, automated health interventions.

• A concrete point of view on how AI reshapes CS and Support beyond ticket deflection - what the CSM role looks like at 1,000 accounts per person.

• Experience running renewal forecasting in partnership with RevOps or Finance, even if you didn't own the final number.

• Familiarity with cohort-level churn analysis - and using that data to influence product and packaging decisions, not just report on them.

How we work

• Outcomes over activity. We measure CS impact by GRR, AI adoption rates, SLA performance, and expansion revenue - not QBRs delivered.

• High ownership from day one - you'll build the post-sale org, not inherit a finished one.

• Fast cycles, real ambiguity, and the expectation that you bring both operational rigor and commercial instinct to every customer relationship.

• Competitive pay tied to the retention outcomes you drive and the customer org you scale.

The bigger picture

JustCall is SaaS Labs' flagship product - used by 6,000+ businesses across 70+ countries to run their customer conversations. We're backed by Peak XV and Base10 Partners, have crossed $40M ARR, and are building toward $100M with the team, the product, and the infrastructure to get there.

If this is the role you've been waiting to find - let's talk.

SaaS Labs takes pride in being an equal opportunity employer. We believe diverse teams build better products, which is why we're committed to making hiring or any employment decision regardless of race, colour, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity, sexual orientation, or any other characteristic.