Head of Client Success

About Radix

Radix is a fast-growing SaaS company serving the multifamily industry with actionable data and insights. Our values-Curiosity, Resilience, Impact, Courage, and Responsibility-are at the heart of how we operate and grow. At Radix, we believe that exceptional people build exceptional companies, and our Head of Client Success will play a critical role in designing, building, and scaling a world-class client success function that drives client satisfaction, retention, and revenue expansion.

Your Impact

As the Head of Client Success, you will architect and scale the client success strategy from the ground up, ensuring that our clients derive maximum value from Radix's platform. You will develop and implement scalable processes, build a high-performing team, and establish the foundation for long-term client engagement and retention. Your leadership will be instrumental in shaping the client journey, defining best practices, and driving sustainable growth.

Key Outcomes

• Client Success Strategy & Infrastructure: Design and implement scalable frameworks, processes, and playbooks that drive retention, engagement, and net revenue expansion.

• Onboarding & Adoption: Develop structured onboarding programs that accelerate time-to-value and set the stage for long-term client success.

• Team Development & Leadership: Build, mentor, and scale a high-performing Client Success team, fostering a culture of accountability, innovation, and continuous improvement.

• Cross-Functional Collaboration: Partner with Sales, Product, and Marketing to align on client needs, inform product development, and create seamless client experiences.
• Data-Driven Growth & Innovation: Establish and leverage key metrics (e.g., client health scores, NPS, usage data) to proactively enhance engagement and predict churn risks.

Key Responsibilities

• Develop and execute a scalable, repeatable client success strategy focused on retention, expansion, and long-term value creation.

• Build and operationalize a Client Success function that supports rapid growth and evolving client needs.

• Define and implement client health scoring models and proactive engagement strategies.

• Oversee and refine onboarding programs to ensure clients achieve key milestones and outcomes efficiently.

• Establish and manage success metrics to measure and improve team performance and client satisfaction.

• Engage directly with mid-market to enterprise clients, ensuring a high-touch and value-driven experience.

• Drive the adoption of client success technology (e.g., Salesforce) to enhance automation, reporting, and efficiency.
• Act as a strategic advisor to leadership, providing insights and recommendations to improve client experience and business growth.

What You Bring

Experience

• 5 years of experience building and scaling Client Success, Account Management, or Client Experience teams within a B2B SaaS environment.

• Demonstrated ability to design and implement scalable client success strategies from scratch.

• Proven track record of driving retention, NRR, and expansion in a subscription-based model.

• Deep familiarity with client health scoring, NPS, and data-driven engagement strategies.

• Experience implementing and optimizing client success tools, including Salesforce and automation platforms.

Skills

• Strong analytical and strategic thinking skills with a data-driven approach to decision-making.

• Exceptional leadership and communication skills, with experience building and managing high-performing teams.

• Ability to balance big-picture strategy with hands-on execution in a fast-growing, dynamic environment.

• Strong problem-solving skills and a proactive, solutions-oriented mindset.

Personal Attributes

• Curiosity: A natural drive to challenge assumptions, explore new ideas, and continuously improve processes.

• Resilience: The ability to adapt, pivot, and lead through rapid growth and change.

• Impact-Focused: A results-driven mindset that prioritizes long-term client success and business outcomes.

• Courage: Willingness to take risks, innovate, and challenge the status quo.

• Responsibility: A deep sense of ownership and accountability in building a high-impact Client Success function.

How We Work at Radix

At Radix, we thrive in an environment built on trust, innovation, and collaboration. Our values of resilience, curiosity, impact, courage, and responsibility guide everything we do. We empower our team members to take ownership, make data-driven decisions, and continuously iterate to drive success for our clients and our company.

Join us at Radix, where your leadership in building and scaling Client Success will help shape the future of an industry ready for transformation.