What You'll Do
Lead the evolution of our global customer growth strategy with a focus on net revenue retention, expansion ARR, and sustained product adoption. Define clear KPIs and operational rhythms across Customer Success and Account Management to ensure alignment with company-wide revenue objectives.
Collaborate closely with executives in Sales, Product, Marketing, and Partnerships to align post-sale initiatives with overall go-to-market strategy. Serve as the primary voice on customer health, risk, and expansion potential, delivering insights to leadership with clarity and precision.
As a member of the Leadership Council, contribute directly to shaping company direction through a customer-centric lens. Lead and develop a team of over 15 professionals, including frontline managers, fostering leadership depth and organizational resilience.
Establish clear roles, expectations, and accountability at every level. Evaluate current capabilities in Customer Success and Account Management, identify performance gaps, and build a roadmap for improvement. Implement a tiered customer coverage model that aligns resources with revenue potential and retention risk.
Institutionalize best practices in customer planning, forecasting, health scoring, and expansion execution. Stay actively engaged with key accounts and support frontline teams when critical moments arise. Ensure both functions are data-informed, scalable, and ready for the next stage of growth.
Requirements
- 12+ years of leadership experience in Customer Success, Account Management, or post-sale revenue functions within B2B or enterprise SaaS environments
- Minimum of 5 years managing managers and leading multi-tiered teams
- Proven success in owning and achieving net revenue retention targets at scale, including building metrics frameworks, playbooks, and performance culture
- Strong operational discipline—skilled at designing repeatable processes rather than relying on ad-hoc efforts
- Ability to operate effectively at both strategic and hands-on levels—setting vision while engaging in execution
- Experience leading remote or distributed teams
- Empathetic, collaborative leadership style with a track record of developing talent and holding teams accountable
Benefits
- Comprehensive medical, dental, and vision coverage with high employer contribution across multiple PPO options
- 401k plan with company match up to 4% for US employees
- Equity through Incentive Stock Options
- 100% paid parental leave
- Unlimited paid time off and 12 company-recognized holidays
- Competitive base salary with performance-based bonuses
- Work-from-home stipend to support remote setup and well-being
- No-meeting Fridays to reduce burnout and encourage focus
- Remote-first culture with opportunities for connection through coffee chats, interest groups, and culture initiatives
- Flexible work model with occasional travel for team collaboration or customer engagement
