Head of Customer Success

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Recruit, mentor, and cultivate high-achieving leaders within Technical Account Management and Customer Success.

• Foster clear ownership, accountability, and a culture centered around continuous improvement.

• Design a cohesive, integrated customer journey from technical assessment through onboarding, adoption, and ongoing engagement.

• Develop scalable initiatives that hasten time-to-value, enhance product engagement, and bolster retention.

• Collaborate with Sales to pinpoint customer risks, enhance renewal strategies, and identify expansion opportunities.

• Work alongside Product, Engineering, and Support to convert customer feedback into significant enhancements.

• Implement processes, metrics, and operational rhythms to facilitate growth.

• Leverage customer health, adoption, retention, and team performance data to guide priorities and instill accountability.

⛳️ Requirements

• Over 12 years of experience in Customer Success, Account Management, or similar customer-facing roles, including more than 5 years in senior leadership positions.

• Demonstrated experience in building and scaling technical, customer-facing organizations within the B2B SaaS sector.

• Proven ability to nurture strong leaders, develop high-performing teams, and foster a culture of ownership and accountability.

• Track record of successfully enhancing customer adoption, retention, and measurable business results.

• Strong commercial acumen and experience collaborating with Sales on renewals, customer risk management, and expansion opportunities.

• A data-driven mindset for assessing customer health, measuring performance, and making strategic decisions.

• Executive presence, sound judgment, and the capability to influence stakeholders while managing competing priorities across various functions.

• Experience in developer tools, application security, software supply-chain security, or DevSecOps (preferred).

• Background in leading multiple customer-facing teams, including pre-sales and post-sales (preferred).

• Experience managing distributed teams across diverse customer segments or geographical regions (preferred).

🏝️ Benefits

• Significant equity program.

• Comprehensive health benefits for you and your family (99% coverage).

• Flexible time-off, holidays, and a winter shutdown to relax and recharge.

• Paid parental leave.

• Remote-first work environment, complemented by quarterly team off-sites.