Head of Customer Success / Account Management

Job Description:

FactoryFix helps industrial companies hire skilled talent through dedicated AI recruiters. As our customer base grows, we’re looking for a hands-on leader to make sure customers get value, renew and expand.

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You’ll lead our Account Management team and report to the SVP of Revenue. You’ll own gross retention, net revenue retention, expansion pipeline, renewal forecasting and customer escalations.

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This is a player-coach role, not a strategy-only leadership position. You’ll coach the team and build better systems, but you’ll also personally join important customer calls, lead high-risk renewals and help close meaningful expansions. Every important account should have a clear strategy, owner and next action.

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You’ll create a disciplined operating rhythm around account health, renewals, expansion and follow-through. You’ll partner closely with Sales, Onboarding, Product, and Finance to remove blockers quickly and make sure customer commitments don’t disappear between teams.

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AI should already be part of how you work. You’ll use it to analyze customer signals, prepare for calls, identify risks and opportunities, improve communication and reduce administrative work. 

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The right person has led a B2B SaaS Customer Success or Account Management team and personally owned retention and expansion targets. You’re commercially sharp, highly organized and comfortable managing a fast-moving portfolio of SMB and mid-market customers. You move quickly, stay calm during escalations and follow through completely.

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Success means stronger retention, a trustworthy renewal forecast, a growing expansion pipeline, faster resolution of customer issues and a team that operates with urgency and accountability.

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Why FactoryFix

You'll sell a differentiated product in a massive market with a problem customers urgently need to solve. You'll have room to shape how we sell, direct access to company leaders, and the chance to help manufacturers and staffing firms build the workforces they need to grow.

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Location:

Remote with quarterly in-person meetings and a little travel to industry shows

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Compensation:

$150-200K+ OTE, plus benefits: health, stock options, 401K, PTO, etc.

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If you want to do meaningful work, own a number, and help build a category-defining company, we'd love to meet you.