This is a fully remote position, open to applicants in United Kingdom, +4 more countries.

📋 Description

• Take over an existing enterprise customer portfolio and enhance the Enterprise Success function.

• Oversee, cultivate, and expand a team of Enterprise Success Engineers, increasing from two to three by March 2027 and reaching four by Q3 2027.

• Systematize the transition from sales to ensure every new Private Cloud customer is assigned a named ESE by or on their first day.

• Develop and implement a customer health scoring system.

• Create a telemetry framework for consistent insight into customer health.

• Establish and uphold the product feedback loop in collaboration with Head of Enterprise Enablement, James Brooks.

• Develop processes for identifying, recording, and responding to expansion signals for the sales team.

• Familiarize yourself with the existing function during the first 30 days by collaborating with ESEs, observing sales transitions, analyzing customer data, and determining priorities.

• Deliver a functional customer health scoring model and formalize the sales-to-success handoff protocol by day 60.

• Complete the full telemetry framework, provide regular account health summaries, and maintain the documented product feedback loop by day 90.

⛳️ Requirements

• Proven experience in establishing and scaling a post-sales success function, rather than merely managing one.

• Background in managing highly technical Account Managers or Customer Success Engineers within a SaaS environment.

• Technical proficiency: not an engineer, but capable of gaining credibility with ESEs and customers in discussions related to infrastructure, deployment, and enterprise engineering challenges.

• An instinctive process builder/systematizer.

• Strong understanding of the benefits of structural separation between post-sales and revenue incentives.