Fractional Head of Customer Success

Reflow

Job Overview

Location

United States

Job Type

Part-time

Full Job Description

📋 Description

• Fractional Head of Customer Success role at Reflow, a U.S.-based tech company building a workforce and workflow intelligence platform to help teams understand and improve how work gets done.
• Day-to-day responsibilities include managing two Customer Success Managers, learning the product hands-on, then focusing on team management and performance, building out the CS team through hiring, onboarding, and 30/60/90 day performance tracking, shadowing customer conversations, owning the full customer lifecycle from pilot to expansion, and serving as the founder’s single point of contact for Customer Success.
• Reflow is an early-stage, globally distributed tech company with a high bar for talent, ownership, and execution, intentionally building a strong team from the start with a focus on technical hiring and international expansion.
• The role offers the opportunity to shape the Customer Success function from the ground up, work directly with the founder, gain high ownership over technical hiring in an early-stage environment, and develop leadership skills in scaling a CS team for mid-market and enterprise B2B SaaS.

🎯 Requirements

• 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

🏖️ Benefits

• 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

Skills & Technologies

Remote

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About Reflow

Reflow is a cloud-based platform designed to automate and streamline the process of software updates for IoT devices. It provides a secure and reliable solution for managing firmware over-the-air (FOTA) deployments, enabling companies to efficiently deliver updates, patches, and new features to their connected products. The platform offers features such as staged rollouts, rollback capabilities, and detailed monitoring to ensure smooth and successful updates. Reflow aims to reduce the complexity and risk associated with device management, allowing manufacturers to maintain product security, enhance user experience, and extend the lifespan of their IoT ecosystems without manual intervention.

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