Fractional Head of Customer Success

We’re building Reflow, a workforce and workflow intelligence platform that helps teams understand and improve how work gets done. We’re a U.S.-based tech company with a high bar for talent, ownership, and execution — and we’re intentional about building a strong, globally distributed team from the start.

Problem: The founder is managing the Customer Success team today, but needs to free up his time and better set up this team for success.

Specifically, you'll:

• Manage our two CSMs

• Start super hands-on to learn the product, but then quickly focus on team management and performance

• Build out the CS team, including interviewing, hiring, onboarding, and 30/60/90 day performance

• Shadow relevant customer conversations

• Own the full customer lifecycle from pilot through expansion

• Act as the founder's single point of contact for Customer Success

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• Been VP of CS or Head of CS for other VC-backed B2B startups that sell to mid-market & enterprise buyers

• Significant experience managing CS teams, hiring, firing, and setting performance standards

• Designed the full CS lifecycle end-to-end

• Comfortable working on an hourly basis (not retainer), tracking your hours, and moving with efficiency

• Based in the USA or Canada only

Nice-to-haves:

• Experience with data-heavy, workflow-heavy, or other kinds of highly technical enterprise products

• You've built out the founding CS team

• High ownership over technical hiring at an early-stage company.

• Direct partnership with the Founder

• Opportunity to shape how Reflow hires globally from the ground up.

• Flexible, remote, fractional setup with high trust and high expectations.

We offer competitive pay based on the market and where you’re located. The salary ranges in our job postings are intentionally wide because they need to cover both U.S. and international candidates. Our final offer will depend on things like your experience, skill set, and location.