Customer Success
New logos are vanity. Net retention is the company.
The hire that changes the trajectory.
In modern SaaS, the difference between a great company and a mediocre one is rarely the top of the funnel — it's net revenue retention. A strong CS leader compounds every dollar of CAC for years.
The right post-sales leader builds the operating system that turns customers into champions, references, and expansion. The wrong one runs CS as a glorified support function and watches every renewal go to procurement.
The cost of getting it wrong.
A mis-hire at this level is rarely a single bad quarter. It is a compounding tax on the next two years.
Silent churn
Without senior CS leadership, churn surfaces in the renewal quarter — far too late to fix. By then, the customer is already evaluating alternatives.
Lost expansion
Expansion is the cheapest pipeline you'll ever build. A weak CS org leaves it on the table while sales burns budget chasing new logos.
An unscalable handoff
Bad post-sales motion makes every new sales hire less productive. The whole GTM engine slows.
How Crooter runs the search.
Motion match
Self-serve, mid-market and enterprise CS are different jobs. We don't confuse them.
NRR-led briefs
We start from the retention and expansion targets the board cares about, then work back to the leader who has done it before.
Cross-functional credibility
Great CS leaders earn the trust of product and engineering. We assess for that, not just for empathy on a call.
Titles we place in this practice.
Hiring the customer success leader that defines your next chapter?
Tell us about the search. We'll come back within one working day.