Head of Customer Success and Account Management

You will build and lead the post-sales function, owning the customer lifecycle from onboarding and adoption through renewals and expansion. You will manage strategic accounts, establish scalable operating models and AI-enabled workflows, oversee systems and forecasting, and coach the first Customer Success and Account Management hires.

Responsibilities

• Own gross and net revenue retention, renewal performance, expansion pipeline, targets, and forecasting.
• Build customer lifecycle processes for onboarding, adoption, value realization, success plans, health scoring, usage milestones, and executive business reviews.
• Manage strategic accounts and lead renewal, expansion, relationship, and escalation strategy.
• Define post-sales segmentation, coverage, service levels, responsibilities, and scalable playbooks.
• Own post-sales systems, CRM hygiene, customer health, usage reporting, and renewal and expansion forecasting.
• Use AI agents and automation for account research, meeting intelligence, risk detection, next-best actions, and customer engagement.
• Partner with Sales, Product, Engineering, and Support on handoffs, adoption blockers, escalations, and customer needs.
• Manage strategic accounts while recruiting, ramping, and coaching Customer Success and Account Management hires.

Requirements

• 7+ years of customer success, account management, or post-sales experience, including 3+ years leading and hiring teams.
• Track record of building or scaling a post-sales motion at a high-growth startup and delivering retention and expansion results.
• Experience owning renewal and expansion targets, forecasting, negotiating complex renewals, and creating account growth plans.
• Experience managing strategic enterprise customers and executive relationships.
• Experience with technical products, technical buyers, Product teams, Engineering teams, and senior business stakeholders.
• Hands-on command of CRM and customer success tooling, AI, automation, product usage, and customer signals.
• Ability to hire, ramp, and retain Customer Success and Account Management talent.
• Exceptional written and verbal communication skills.

Benefits

• Equity
• Benefits