Fractional Head of Customer Success

About Reflow

Reflow is a workforce and workflow intelligence platform built to help teams see how work is actually getting done and identify ways to improve it. The company is based in the United States and is focused on assembling a globally distributed team with strong expectations around talent, ownership, and execution.

Role Overview

Reflow is hiring a fractional Head of Customer Success to take ownership of the customer success function. In this hands-on leadership role, you will help the team become more effective while freeing the founder from day-to-day management responsibilities. The position is designed for someone who can quickly learn the product, then shift into team leadership, operational rigor, and customer lifecycle ownership.

Key Responsibilities

You will begin with close product immersion and then move into managing the customer success team, setting performance expectations, and supporting the business through the full customer journey. You will also be the founder’s main contact for all customer success matters.

• Lead and manage the two existing Customer Success Managers.
• Spend time early on learning the product in depth, then transition into coaching, oversight, and performance management.
• Help grow the CS team by participating in interviews, hiring decisions, onboarding, and 30/60/90-day performance management.
• Join relevant customer discussions to stay close to user needs and account health.
• Own the customer lifecycle from pilot through expansion.
• Serve as the founder’s primary point person for customer success.

Candidate Profile

The ideal candidate has previously led customer success at a VC-backed B2B startup serving mid-market and enterprise customers. You should be comfortable building teams, setting standards, and handling both hiring and performance decisions. The role also calls for a fractional arrangement with hourly tracking and efficient execution.

• Prior experience as VP of Customer Success or Head of Customer Success at a VC-backed B2B startup.
• Background supporting mid-market and enterprise buyers.
• Proven experience managing CS teams and making hiring, firing, and performance decisions.
• Experience designing and operating a complete customer success lifecycle.
• Comfort working hourly rather than on a retainer, including tracking time and working efficiently.
• Must be based in the United States or Canada.

Preferred Experience

• Experience with technical enterprise products that are data-heavy, workflow-heavy, or similarly complex.
• Prior success building a founding customer success team.

Why This Role

• Significant ownership in an early-stage, technically oriented company.
• Close collaboration with the founder.
• Chance to help shape Reflow’s global hiring and customer success approach from the start.
• Flexible remote fractional setup with a high-trust, high-expectations culture.

Compensation

Pay is competitive and will be influenced by market conditions, your location, and your background. The company uses broad salary bands to account for both U.S. and international talent, and the final offer will reflect experience, skills, and location.