Head of Customer Success & Account Management

Role Overview

We are looking for a Head of Customer Success & Account Management to build and lead our post-sales function as we scale. This is a foundational leadership role: you will own the customer lifecycle after close, from onboarding and adoption through renewals, expansion and executive relationships.

What You Will Do

Retention & Expansion: Own gross and net revenue retention, renewal performance and expansion pipeline. Build a rigorous lifecycle from onboarding through adoption and value realization, including success plans, health scoring, usage milestones and executive business reviews.

Why It Might Be a Fit

The ideal candidate has carried retention and expansion targets, built a high-performing customer success and account management motion for complex enterprise customers, and is AI-native, using agents, automation and customer signals to identify risk, accelerate value realization and scale high-touch engagement without linear headcount growth.

Requirements

• 7+ years in customer success, account management or post-sales, including 3+ years leading and hiring teams
• Track record of building or scaling a post-sales motion at a high-growth startup and consistently delivering strong gross retention, net retention and expansion results
• Experience owning a renewal and expansion number, with the commercial judgment to forecast accurately, negotiate complex renewals and create account growth plans
• Deep experience managing strategic enterprise customers, building executive relationships and navigating technical, operational and commercial complexity
• Comfort with highly technical products and technical buyers, with the credibility to engage Product and Engineering teams as well as senior business stakeholders
• Hands-on command of modern CRM and customer success tooling, plus a strong point of view on using AI, automation, product usage and customer signals to scale the function
• Demonstrated ability to hire, ramp and retain strong Customer Success and Account Management talent, with a bench of people who would join you again
• Ability to operate independently and thrive in ambiguity, with no task too small and exceptional written and verbal communication skills

Benefits

• variable
• equity
• benefits