Customer Success Leader

Responsibilities

• Own net revenue retention, gross retention, and product utilization across the AI Natives and Enterprise segment, with clear success criteria per account.
• Hire, develop, and lead a team of customer success managers, setting the bar for craft and accountability as the function scales.
• Drive the onboarding model for your segment, including pre-kickoff runbooks and Mutual Action Plans, so customers own their configuration and reach a live daily-cadence workflow within the first month.
• Establish the weekly operating cadence with customers and internally: standups, office hours, metrics reviews, and written updates that keep deployments on track.
• Diagnose utilization variance across your accounts, identify the workflow, cadence, or integration gaps behind it, and intervene before accounts stall.
• Run expansion and renewal motions grounded in demonstrated outcomes, partnering with AEs on account strategy and role clarity.
• Turn post-sales signal into roadmap input, working directly with product and engineering on what customers need to succeed.
• Build the playbooks, tooling, and reporting that let your team scale without losing rigor.

Qualifications

• 6+ years in customer success or post-sales, including direct experience hiring and managing a team and owning retention or utilization targets
• Track record managing relationships with VP- and C-level stakeholders at enterprise customers
• Strong balance of strategic thinking and operational execution; comfortable moving from an exec QBR to a deployment debug in the same day
• Demonstrated ability to drive measurable time-to-value and turn deployments into expansion
• Deep empathy for enterprise customers and a passion for helping them succeed
• Strong analytical mindset; fluent working with metrics, success criteria, and customer data
• Experience in technical or AI-native products; able to speak credibly to current trends and tools
• STEM degree or quantitative background preferred
• Previous experience in consulting, banking, or similar structured environments is a plus