This is **not a traditional Head of Customer Success role** (and previous experience leading customer success is a plus, but not required).
We’re not hiring someone to just manage relationships or coach people. We’re hiring someone **deeply analytical, systems-driven, and AI-native** — someone who can design and build a machine that drives retention and expansion at scale, not manage it manually.
### **What you’ll own**
Everything post-sale. Your goals are to **maximize customer happiness, product usage, and NDR.** You'll own:
* Retention + Expansion
* Customer outcomes (bookings, revenue, efficiency)
* Deployment speed (time-to-value in days, not weeks)
* Support (AI-first, proactive, scalable)
### **What you’ll do**
* Build the **AI-powered success engine** that scales from 500 → 5,000+ customers
* Create systems for:
* Account segmentation + ownership
* Health scoring
* Expansion and upsell playbooks
* Turn customer data into **revenue opportunities**
* Redesign onboarding to be fast, repeatable, and low-touch
* Automate support and success workflows using AI
* Hire and lead teams across **Success, Deployment, and Support**
### **What success looks like**
* Best-in-class NDR (expansion becomes predictable)
* Faster deployments, lower support load
* Clear, repeatable expansion engine
* A lean, high-leverage team powered by AI
### **How you operate**
**Systems thinker**
* You design scalable systems, not manual processes
* You’ve built (or can build) health scoring, segmentation, and playbooks
**Analytical**
* You live in metrics: NDR, churn, expansion, usage
* You turn messy data into clear actions
**AI-native**
* You instinctively automate workflows using tools like Claude
* You think leverage first, headcount last
**Revenue-driven**
* You see CS as a **revenue function**, not support
* You’re comfortable owning expansion and NDR
**Builder**
* You want to create the playbook, not inherit one
* You’ve scaled or want to scale messy systems into machines
### **Your background**
* 8+ years of strategy, product, or operations experience (e.g., product manager, engagement manager, consultant, founder, etc.)
* Strong interpersonal and relationship-building skills
* Experience developing new AI solutions in fast-moving, ambiguous environments
* Bonus:
* Knowledge of Customer Success processes, systems, and best practices
* Experience at a high-growth startup environment
* Background in computer science or AI product management
Visa sponsorship is not available for this role.
