Customer Success Recruiting for Software and Technology Companies
Howard Lee & Associates recruits customer success leaders and managers for software and technology companies in SaaS, AI and machine learning, cybersecurity and cloud. The firm is based in Los Angeles and fills remote, hybrid and in office roles across Southern California and the United States.
Retention and expansion start with the right customer success team. Howard Lee & Associates recruits customer success professionals for software and technology companies. We screen for people who drive adoption and renewals, not just relationships.
Roles we hire
- •Chief Customer Officer
- •VP and SVP of Customer Success
- •Directors of Customer Success
- •Customer Success Managers and Enterprise CSMs
- •Onboarding and Implementation leads
- •Renewals managers
- •Technical Account Managers
Industries we serve
- •SaaS
- •AI and machine learning
- •Cybersecurity
- •Cloud
Markets we cover
SaaS, AI and machine learning, cybersecurity and cloud. We place customer success professionals who work with IT, security, engineering and business buyers.
What customer success does at each stage
At an early stage AI or SaaS company, the first customer success hire often handles onboarding, support, renewals and feedback all at once. They build the first playbooks and help the founders understand why customers stay or leave.
At a growth stage company, the team splits into onboarding, account management and support, with health scores and clear renewal ownership. At an enterprise company, customer success leaders run large teams, own net retention with finance and the board, and manage executive relationships with the biggest accounts.
Titles we recruit within customer success
We recruit chief customer officers, VPs and directors of customer success, customer success managers and enterprise CSMs, onboarding and implementation leads, renewals managers, account managers and support leaders.
Skills and signals we screen for
We look for people who can show how they improved retention or expansion, not just how many accounts they managed. We ask how they spot risk early, run a business review and handle a frustrated executive. For leaders, we look at how they built teams, set metrics and worked with sales and product.
Common customer success hiring mistakes
A common mistake is hiring a friendly relationship manager when the role needs someone who drives adoption and renewals. Another is hiring a leader from a high touch enterprise model into a company with many smaller accounts. A search tests for the model you actually run.
How customer success compensation is usually structured
Customer success roles are usually paid mostly in base salary, with a bonus or variable pay tied to retention, renewals or expansion. Leaders at venture backed companies typically receive equity. We help you design a plan that matches what the role owns.
What we look for
Customer success candidates need to show results, not just tenure. Before you meet anyone, we look at:
- •Retention and expansion. What was their net retention rate? Did they grow accounts or just maintain them?
- •Onboarding and adoption. How did they get customers to value quickly?
- •Risk management. How did they identify at-risk accounts and what did they do about it?
- •Executive presence. Can they run a business review with a CFO or CTO?
- •Cross-functional work. How did they work with sales, product and support?
How a customer success search works
- 1Discovery. We learn your product, your customer base and what success looks like in the role.
- 2Profile. We agree on the skills, experience and model fit you need.
- 3Outreach. We contact candidates directly at companies with a similar product and customer base.
- 4Screening. We interview each candidate on results, skills and fit.
- 5Short list. You get a focused slate with notes on each person.
- 6Interviews and offer. We coordinate interviews and help close the offer.
- 7Follow up. We check in after the start date.
Building or rebuilding a team
Maybe you are hiring your first CS leader. Maybe you are fixing a churn problem. Either way, the right leader depends on the job in front of them. We help you define that job clearly before we start looking.
Why work with us
Every search is run personally by Steve LePatner, founder of Howard Lee and Associates.
- •We recruit only for software and technology companies.
- •We understand the difference between a relationship manager and a retention driver.
- •You work directly with Steve LePatner.
- •We give you honest feedback on what candidates expect for comp.
How long does a search take?
It depends on the role and the market. Many searches produce a first slate of candidates within a few weeks.
Related searches we run
Customer success teams need strong leadership to set the strategy and run the function. We run sales leadership recruiting searches for companies that are building out both their revenue and post-sale teams at the same time.
We also recruit account executives for companies that want to grow revenue while also improving retention and expansion from their existing customer base.
Frequently asked questions
What does a VP of Customer Success do?
A VP of Customer Success leads the team that onboards, supports and grows existing customers. They usually own retention and often own expansion revenue.
Should customer success own renewals?
It depends on your model. We can share what we see across the market and find leaders who fit the model you choose.
Do you recruit technical account managers?
Yes. We recruit TAMs and other technical customer roles, especially in cloud and cybersecurity.
Do you recruit for remote customer success roles?
Yes. We recruit for remote, hybrid and in office roles across Southern California and the United States.
How long does a search take?
It depends on the role and the market. Many searches produce a first slate of candidates within a few weeks.
What is the difference between customer success and account management?
Customer success usually focuses on adoption, health and retention. Account management often owns renewals and expansion revenue. Many companies combine the two, and we help you define the split.
When should a SaaS company hire a VP of Customer Success?
Many companies hire one when the customer base is large enough that renewals and expansion need a dedicated leader and a team.
Do you recruit customer success roles in Southern California?
Yes. We recruit in Los Angeles and across Southern California, as well as remote and hybrid roles nationwide.
Ready to talk about your role?
Call 714-234-9045, email steve@howardlee1.com or book a 15 minute call.