Director / Head of Customer Success, Wagmo
$180-200k
+ Equity
Pet insurance and wellness plans
Be an early applicant
Pet insurance and wellness plans
21-100 employees
Be an early applicant
$180-200k
+ Equity
21-100 employees
Company mission
To bring pet parents the confidence they need to give pets the care they deserve.
Role
Who you are
- This role is ideal for someone who thrives in ambiguity, excels at building from zero to one, and rolls up their sleeves to get the job done
- You’re a strategic, hands-on Customer Success leader who thrives in dynamic, high-growth environments. Equal parts operator and relationship-builder, you bring structure to ambiguity and elevate customer experience into a true growth engine
- A seasoned CS leader with 8–10+ years of experience across Customer Success, Strategic Accounts, or Client Experience, preferably in B2B, HR tech, benefits, or other high-complexity sales environments
- Proven track record of building and scaling high-performing teams—you coach, motivate, and hold teams accountable while fostering a culture of ownership, continuous improvement, and cross-functional collaboration
- Skilled in organizational design and hiring; you bring a clear point of view on how to scale team structure in line with company growth
- Experience either overseeing or directly managing and growing enterprise and strategic client relationships, acting as a sponsor and trusted advisor
- Naturally cross-functional—you collaborate closely and effectively with Sales, Product, Marketing, and Customer Ops to align on shared goals and execute flawlessly
- Highly analytical and outcome-oriented; you tie CS work to business impact, using data to drive decisions, identify opportunities, and improve performance across the lifecycle
- Passionate about delivering delightful, high-impact customer experiences that drive long-term value for employers and their employees
- Tech-savvy with strong familiarity with CS platforms and CRM tools; bonus points for experience with implementation tools or HRIS integrations
- Independent and proactive with a strong sense of ownership—but you’re also deeply collaborative, mission-driven, and motivated by team wins
What the job involves
- Wagmo is looking for a strategic, hands-on Director of Customer Success to architect and lead a world-class post-sale experience
- Reporting directly to COO, Jessica Bryant, you’ll own the entire Customer Success lifecycle—from onboarding and implementation through renewal, expansion, and long-term retention
- As the Director of Customer Success, you will build the strategy, team, and infrastructure to scale our rapidly growing B2B customer base
- You’ll be responsible for ensuring success across our employer and PEO channel partners, driving value from Open Enrollment onward
- Your mission: turn customers into champions by proactively delivering exceptional experiences for both employers and their employees
- You’ll inherit a small but mighty team and be charged with building the org design, playbooks, and KPIs required for scale
- This is a foundational leadership role at a high-growth company with strong product-market fit, solid unit economics, and a customer base as loyal as a Labrador
- You’ll collaborate closely with Sales, Product, Engineering, Marketing, and Customer Operations to drive cross-functional alignment, continuous improvement, and customer outcomes that move the business
- The Director of CS is a rare opportunity to take a company with proven traction and build the CS systems, team, and metrics that will support its next phase of scale
- Own and scale the Customer Success function at Wagmo, driving strategy and execution across onboarding, engagement, retention, and expansion
- Lead, mentor, and grow a high-performing team of Customer Success Managers and Strategic Account Directors; oversee hiring, onboarding, and team development
- Define and operationalize key CS metrics, including onboarding success, product adoption, engagement, NPS, and Net Revenue Retention (NRR)
- Build and implement segmentation strategies and coverage models to support SMB, mid-market, and enterprise clients
- Serve as the sponsor for Wagmo’s employer and PEO clients, deepening relationships and ensuring long-term value
- Collaborate cross-functionally with Sales, Marketing, Product, Operations, and Support to align on enrollment, lifecycle, and renewal strategies
- Design and execute scalable QBRs, customer health frameworks, and feedback loops to elevate the customer voice across the business
- Optimize implementation and onboarding workflows to ensure seamless, efficient, and high-impact client experiences
- Drive customer advocacy and uncover upsell opportunities through trusted relationships, data insights, and strategic account planning
- Champion cross-functional excellence by improving collaboration rituals—such as sales-to-CS handoffs and internal feedback cycles—to support customer outcomes and internal alignment
Our take
Wagmo is a pet wellness company with a tech-first approach, designed to cater to the needs of new pet parents with a range of wellness and insurance plans.
The company provides two primary pet health plans: Wagmo Insurance for emergency care and Wagmo Wellness for routine pet maintenance. Backed by the National Speciality Insurance Company, Wagmo connects pet parents with budgeting tools, reliable veterinary care providers, and trustworthy advice, ensuring pets receive the care they deserve. These are provided to individuals on subscription or as a employee benefit through the workplace.
The Wagmo-Rover partnership marks a significant stride in Wagmo's mission to improve pets' and owners' lives. By teaming up with the largest online pet care marketplace, Wagmo expands its influence, granting discounted access to top-tier pet care for partner organization employees. This collaboration underscores Wagmo's commitment to responsible pet care and signals a bright future, as the company continues to innovate and collaborate to meet global pet owners' evolving needs.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Aug 2023
$8.9m
EARLY VC
Jul 2021
$12.5m
SERIES A
Total funding: $24.4m
Company benefits
- Equity in the company
- Company paid medical premiums for employee-only plan (3 out of 4 medical plans)
- Dental, vision, voluntary life, short term disability and long-term disability
- Commuter assistance
- Company paid Wagmo pet wellness and insurance plans through monthly reimbursement
- Unlimited paid time off
- 12 weeks parental time off
- 401k
- Company wide open feedback model
Company HQ
Greenwich Village, New York, NY
Leadership
Christie Horvath
(Co-Founder & CEO)Graduated from Harvard Business School with a Master of Business Administration. Served as the Vice President of BlackRock for 6 years before founding Wagmo.
Alison Foxworth
(Co-Founder)Graduated from The Wharton School with a Master of Business Administration. Previously worked in Advisory Services and Financial Insurance at BlackRock. Also served as the Director at Garrison Investments Group.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 2 more jobs at Wagmo