Head of Customer Success

Role Overview

As the Head of Customer Success, you will own the post-sale experience for HappyRobot’s largest and most strategic enterprise customers, and you will build the team and systems that scale it. You will set the vision, structure, and operating rhythm for Customer Success, with direct accountability for adoption, retention, net revenue retention, and expansion across our customer base.

What You Will Do

Own the Customer Success function and its targets for gross retention, net revenue retention, expansion, and customer health. Serve as the executive sponsor for our largest enterprise accounts, building relationships with operators, VPs, and C-level stakeholders.

Why It Might Be a Fit

We are especially interested in leaders with a logistics background who can earn the trust of large, complex organizations and speak the language of their operations teams.

Requirements

• 10 or more years in Customer Success, Account Management, or a similar customer-facing function at a B2B SaaS or technology company
• 3 or more years leading and scaling a team
• Hands-on logistics, freight, or supply chain experience (for example at a freight broker, 3PL, carrier, shipper, or logistics technology company)
• A proven track record of owning retention, net revenue retention, and expansion targets for enterprise customers
• Experience building a Customer Success function from an early stage, including hiring, process design, and tooling
• Strong executive presence and the ability to communicate with both operators on the floor and C-level stakeholders
• Comfort with data. You can read usage and performance metrics, build a clear narrative around them, and drive decisions from them
• Technical curiosity. You do not need to code, but you should be comfortable discussing integrations, APIs, workflows, and AI concepts with customers and engineers

Benefits

• Comprehensive benefits including healthcare, dental, and vision coverage
• Competitive salary + equity in a high-growth startup