About Us

White Cup is a leading provider of CRM and Business Intelligence Software-as-a-Service (SaaS) solutions purpose-built for distribution companies. Our solutions empower distributors to increase revenue, drive margin, streamline operations, and deliver exceptional customer experiences. As we scale, delivering consistent, value-driven customer experiences has become mission-critical to our growth.

We’re looking for a Head of Customer Success to take the lead in transforming our customer-facing organization while also building out a scalable customer lifecycle model across onboarding, adoption, support, training, and renewals.

The Role

This is a strategic and operational leadership role with a strong bias toward execution and transformation. You will build and implement standardized customer playbooks, redesign team structures, propel professional services delivery, and drive key outcomes such as revenue retention, time-to-value, satisfaction, and customer advocacy.

This role requires someone who can assess quickly, act decisively, and lead a team through change, while laying the foundation for scalable, repeatable, high-quality delivery across the full customer lifecycle.

Key Responsibilities

1. CS Lifecycle Playbooks & Execution

• Build and execute standardized CS playbooks across onboarding, adoption, support, and renewals.
• Drive consistent delivery execution through documentation, tools, and repeatable process models.
• Partner with Product, Sales, and Marketing to optimize value communication and customer enablement.

2. Scalable Team Structure & Performance Metrics

Assess and refine CS/PS team structure for scalability and performance:

• Define team roles, capacity plans, and career paths to support rapid growth.
• Drive key metrics: Net Retention, Time-to-Value, Ticket Close Time, Utilization, and Satisfaction Scores.
• Integrate offshore teams and vendors to drive scale and cost-efficiency.

3. Professional Services Focus

• Establish clear delivery methodologies, utilization targets, and project quality standards.
• Reduce implementation friction and improve customer outcomes.
• Bring deep operational rigor to time-to-value, resource planning, and services delivery economics.

4. Leadership & Strategy

• Be a change agent—build the path to customer success maturity, drive execution, and upskill the team.
• Align customer success goals with company strategy; help define the next stage of our services vision.
• Elevate team performance through coaching, enablement, and results-driven leadership.

What You Bring

• 7+ years leading Customer Success and Professional Services in a B2B SaaS enterprise software environment.
• Candidate MUST have led a successful enterprise software implementation business, with proven experience building and scaling teams, including time-to-value optimization, utilization management, and customer delivery frameworks.
• Expertise in CS playbook development, onboarding programs, customer lifecycle management, and renewals strategy.
• Experience working with outsourced/offshore support or services teams.
• Strong understanding of enterprise customer dynamics, stakeholder management, and success-driven expansion.
• Data-driven leader with a track record of building KPI frameworks and driving measurable results.
• Excellent executive communication skills and cross-functional collaboration instincts.
• Experience in wholesale distribution or manufacturing a plus.

Why Join Us

• High-impact leadership role in a growing SaaS company.
• Opportunity to own and scale the post-sale customer journey.
• A chance to lead meaningful transformation in a critical business function.
• Collaborative, mission-driven team with a strong culture of accountability, inclusivity, transparency, and both customer and employee success.