Head of Customer Success

Role Overview

• Ensure each role within the organization has clear goals and directions, including building and designing incentive plans, growth goals and daily expectations for team members
• Collaborate with Enablement to build training and materials to equip the team to support customers
• Hire and onboard reps to support the various segments and define job expectations
• Deep understanding of the day to day realities of the team to continue to create process and structure for improved efficiency
• Manage the team to org level retention and growth goals
• Create strong partnership with Solutions Engineering org to build an end to end lifecycle for customers and effectively onboard voice and sms customers
• Develop and grow technical and AI aptitude within the team to ensure strong customer support as new products emerge
• Implement Performance Management structure to ensure teams are meeting expectations of the role
• Collaborate with internal Operations partners to design incentive plans for the various roles to drive the right business outcomes
• Continue to refine support process and playbooks leveraging both tech and humans
• Consistent oversight on the support process to ensure customers are meeting defined milestones to drive retention
• Collaborate with leaders of each segment to refine support strategy, SLA and processes
• Software project management and technical implementation of key tools
• Partner with head of Solutions Engineers to define Role Objectives between AM teams and Sales Engineering teams
• Refine process between AM and Sales by working with Sales leaders to ensure consistent hand off and support of customers in each segment
• Alignment with Operations teams to build reporting and compensation plans and execute against those
• Connection to Product and Engineering to ensure product enhancements are communicated effectively to Account Managers and subsequently to customers when relevant
• Serve as an escalation point for any major technical issues that are surfaced by the AM team from customers
• Ingest updates from Marketing to ensure consistent customer messaging of the product suite and services

Requirements

• 7+ years in B2B Customer Success with prior leadership experience
• Proven track record of building processes and playbooks to support the daily expectations of the team
• Experience working on a startup or undefined environment, where defining things is a regular part of the role
• Ability to deep dive into customer journey and improve upon support models
• Experience with customers of all sizes both small and large
• Strong cross-functional skills -
• ability to partner with Product, Marketing, and Sales
• Experience managing technical implementations and software project management
• Prompt engineering experience or track record of leveraging AI prompts to improve efficiency
• Comfortable with and ideally experience working in various systems: Zapier, ChatGPT, Claude and Claude Code, Linear, N8n and Hubspot.

Benefits

• Competitive compensation package including base salary, bonus, and equity. Details shared during the interview process.