Head of Customer Success, GoLinks
Discover & share knowledge at work
Be an early applicant
Discover & share knowledge at work
21-100 employees
Be an early applicant
21-100 employees
Company mission
To connect employees with the information they need to be productive and successful at any place, at any time.
Role
Who you are
- 7+ years in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS company, including 2+ years in a leadership role
- A track record of owning retention/NRR targets and building repeatable CS processes from the ground up
- Experience working with both mid-market and enterprise customers, including executive stakeholders
- Strong analytical skills — comfortable defining and tracking the metrics that matter (NRR, churn, CSAT/NPS, adoption)
- Excellent communication skills, with experience presenting to internal leadership and external customer executives
- A builder's mindset — you're comfortable creating structure and process in a growing organization, not just operating within an existing one
- Experience with CS/CRM tooling (e.g., Gainsight, Salesforce, HubSpot, or similar)
- Bonus: experience in enterprise IT, knowledge management, or workplace productivity SaaS
What the job involves
- GoLinks is looking for a Head of Customer Success to build and lead the function responsible for onboarding, retention, and growth across our customer base.
- You'll own the end-to-end post-sale customer journey — from onboarding and adoption through renewal and expansion — and will build playbooks and metrics that make customer success a durable growth engine for the company
- This is a high-impact, hands-on leadership role for someone who has scaled a CS org at a B2B SaaS company and wants to shape the strategy, not just execute against someone else's
- Define and own the customer success strategy, including onboarding, adoption, health scoring, renewals, and expansion/upsell motions
- Own retention and net revenue retention (NRR) targets; identify and act on churn risk early
- Design and implement scalable onboarding programs that get new customers to value quickly
- Partner closely with Sales on renewals and expansion opportunities, and with Product on the customer feedback loop
- Establish customer health metrics, QBR cadences, and playbooks for different account segments (SMB through enterprise)
- Serve as an executive sponsor for key strategic accounts
- Report on CS performance (retention, NRR, CSAT/NPS, adoption) to company leadership
- Champion the voice of the customer internally, influencing product roadmap and go-to-market decisions
Our take
These days, collaboration in the workplace is key to efficient company processes, with sharing links being an important part of workflows. However, lengthy, unreadable URLs are difficult to scan-search and take up space in applications. GoLinks transforms large URLs into human-readable links that are more easily managed in emails and chats, whilst still working directly in browsers.
Traditionally, links have been shared in the form of URLs, with titles sometimes attached to identify the destination. The quickest way to access much-used links has been to bookmark them, but staff can quickly rack up files upon files of bookmarks which become as slow to search through as the original place the links were posted. By making links much shorter, and into plain words, GoLinks makes it possible for staff to simply recall them, granting quick access without skimming documents or bookmarks.
GoLinks is not the only link-shortening product available, but the company stands out for delivering a quicker return on investment and being overall more affordable than competitors. GoLinks has been repeatedly recognized in G2 Reports as a leading software in its category, and funds raised by the company support investment in the product, distribution and hiring.
Steph
Company Specialist at Welcome to the Jungle
Insights
37% employee growth in 12 months
Company
Funding (2 rounds)
Feb 2022
$27m
SERIES A
Mar 2019
$0.2m
SEED
Total funding: $27.2m
Company benefits
- Top-tier healthcare and FSA: Best-in-class medical, dental, and vision plans for you and your loved ones.
- 4-Day workweek: Four-day workweeks to support your physical and mental health and well-being.
- Life, AD&D, STD and LTD: Additional employer-paid benefits and supplementary options for your peace of mind.
- EAP and wellness stipend: Employee Assistance Programs and monthly stipend for your physical and mental health.
- 401K retirement plan: Tax-advantaged savings plan for your future.
- Remote work stipend: New hire and monthly home office stipend to help you cultivate a better work environment.
- Company-paid holidays: 18 paid company holidays a year to celebrate you and the important occasions in your life.
- Unlimited PTO: Unplug, reset, and recharge for your health and leisure... it’s important, so we encourage it.
- Company offsites: All-expenses paid company offsites and adventures for all team members to connect.
- Free lunches: Regular free lunch on us during company-wide meetings and virtual events.
- Flexible schedule: We trust and support our employees to do their best work by giving them the freedom to manage their own work and personal time.
- Work anywhere: Work from a coffee shop, beach, mountain, or anywhere in between.
Company HQ
Blackford, San Jose, CA
Leadership
Jorge Zamora
(Founder)Previously Engineering Manager at Yahoo. Founding Team Member of hell0world.org. Founder and former CTO of VidSocially and of Amigoster.
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