Head of Customer Success

Job Summary

A company is looking for a Head of Customer Success.

Key Responsibilities

• Drive Net Revenue Retention (NRR) by owning the expansion strategy for SLG accounts
• Transition from reactive support to proactive success by building repeatable processes and health-scoring models
• Design and implement AI-driven workflows for personalized support at scale

Required Qualifications

• Proven experience in high-touch Enterprise Customer Success and automated PLG environments
• Understanding of customer happiness as a means to retention and expansion
• Vision for utilizing AI to manage user engagement without linear headcount growth
• Experience in building CRM structures and dashboards for scalability
• Ability to thrive in fast-paced, ambiguous environments