About the role
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
