Head of Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Formulate and implement the Customer Success strategy to attain quantifiable business results and sustained customer value.

• Establish and expand a premier enterprise Customer Success organization.

• Create repeatable methodologies, playbooks, health models, success plans, and lifecycle processes.

• Act as a trusted advisor to senior stakeholders at key accounts.

• Promote enterprise adoption, measurable results, growth, and long-term retention.

• Collaborate with Sales regarding customer transitions, growth opportunities, and customer lifetime value.

• Work alongside Product, Engineering, and AI Advisory to guide product strategy and roadmap priorities.

• Conduct executive business reviews and strategic account planning.

• Develop scalable customer operations, forecasting, metrics, health frameworks, and executive reporting.

• Recruit, mentor, coach, and motivate the Customer Success team.

• Advocate for customer needs and foster a customer-first approach throughout the organization.

⛳️ Requirements

• Experience in establishing and scaling an enterprise Customer Success organization through substantial growth, ideally from around $10M to $100M ARR.

• Proven track record in managing strategic customer relationships with Fortune 500 and Global 2000 companies.

• Significant experience overseeing complex enterprise accounts with annual contract values between approximately $500K to $5M+.

• Proven ability to drive adoption and measurable business results for complex software platforms, particularly those related to AI, machine learning, data, cybersecurity, governance, or enterprise infrastructure products.

• Demonstrated success in developing expansion strategies that drive growth through customer value.

• Strong executive presence with the capability to influence C-level stakeholders.

• Experience collaborating with Product and Engineering teams to convert customer insights into roadmap priorities.

• Familiarity with AI governance, Responsible AI, cybersecurity, privacy, risk management, or highly regulated sectors is strongly preferred.

• Experience in developing customer success operating models, customer health frameworks, and scalable post-sales processes.

• Data-driven leadership with operational discipline, relationship-building capabilities, and talent development skills.

• Fluency in AI or a willingness to learn is essential.

• Approaches leadership with humility, curiosity, and a passion for customer outcomes.

• Cultivates high-performing teams through coaching and development.

• Builds trust through transparency, accountability, and follow-through.

• Strategic thinker with a hands-on approach.

• Comfortable navigating ambiguity and constructing systems, teams, and processes from the ground up.

• Believes that exceptional customer experiences stem from exceptional employee experiences.

• Nice to have: experience in AI governance, Responsible AI, GRC, cybersecurity, data governance, or enterprise AI platforms.

• Nice to have: experience in highly regulated industries such as financial services, healthcare, government, or critical infrastructure.

• Nice to have: previous experience as Head of Customer Success, VP of Customer Success, or a senior customer executive in a high-growth enterprise SaaS company.

• USA-based role with a preference for candidates in the Pacific Time Zone.

• Permanent US work authorization is required at the time of application.

🏝️ Benefits

• Competitive Salary and Equity.

• Health, dental, and vision coverage.

• Ergonomic benefits for work equipment.

• Coverage for coworking space expenses.

• Coverage for in-person meetups.

• Unlimited time off.

• Up to 12 weeks of paid parental leave.

• 401(k) plan for employees (US only).

• Fully remote work environment.

• Company-wide offsite events multiple times a year.