Head of Enterprise Success

The role is remote, with a preference for East Coast US or European timezone. Reports to: Ben Tyrer, VP People and Operations.

About the role

This is a build and scale role for a small, effective team. You will manage a team of Enterprise Success Engineers, growing to three by March 2027 and four by Q3 2027. Each ESE carries a book of customers, deliberately sized to allow the depth of engagement our enterprise customers require.

Responsibilities

• Formalise the process for assigning ESEs to new Private Cloud customers.
• Design and ship a customer health scoring model and a telemetry framework for meaningful, consistent visibility of customer performance.
• Manage, develop, and grow a team of specialists who are technically fluent, relationship-led, and operationally disciplined.
• Establish a standing cadence with James Brooks for the product feedback loop.
• Build the discipline and logging practice that makes expansion moments visible, documented, and actionable for the sales team.

Requirements

• Demonstrable track record of building and scaling a post-sales success function.
• Experience managing Technical Account Managers or Customer Success Engineers in a SaaS environment.
• Technical fluency: not an engineer, but able to earn credibility with ESEs and customers in conversations about infrastructure, deployment, and enterprise engineering problems.
• A process builder/systemiser by instinct.
• A clear understanding of why structural separation between post-sales and revenue incentives is an advantage.

Benefits

• Health care plan (Medical, Dental, Vision)
• Retirement plan (401k, IRA)
• Life insurance (Basic, Voluntary, AD&D)
• Paid time off (Vacation, Sick, Public Holidays)
• Family leave (Maternity, Paternity)
• Short and long term disability
• Work from home
• Stock option plan