Customer Success Lead

This is a hands-on leadership role. You’ll stay close to customers and the product while building the team, programs, and cross-functional partnerships that help us scale.

Responsibilities

* Own gross and net revenue retention for the customer base, including renewal forecasting, risk management, and expansion targets shared with Sales

* Set the customer success strategy, and coverage model across high-touch Enterprise, scaled SMB and Mid-Market, and technical API customers

* Hire, coach, and develop CSMs across customer segments, establishing a regular cadence of 1:1s, account and renewal reviews, and a clear bar for performance and product expertise

* Build the playbooks the team runs on, including Sales-to-CS handoffs, onboarding, customer success plans, health scoring, executive business reviews, and escalations

* Partner with Applied AI and Enablement to build onboarding, workshops, champion programs, and scaled education that help customers reach first value and sustain adoption

* Help customers connect adoption and consumption to business outcomes, understand usage and cost trade-offs, and build a clear case for renewal and expansion

* Partner with Sales to identify self-serve customers ready to move to Enterprise and to plan expansion in named accounts

* Work with RevOps and Finance on capacity planning, account assignment, book-of-business design, and accurate reporting in Salesforce

* Partner with cross-functional teams to deliver a cohesive customer journey, with clear ownership and handoffs from onboarding through adoption, renewal, and expansion

* Coordinate customer readiness and communications for product launches, migrations, pricing and usage changes, and incidents, partnering with Product, Marketing, Support, and Engineering on accurate guidance

* Bring customer needs and recurring friction into product planning, and close the loop with customers on decisions and progress

* Engage executive sponsors at our largest accounts and step in personally on strategic adoption efforts, high-stakes renewals, and escalations while building the team’s ability to own day-to-day execution

You may be a good fit if

* You have 10+ years in customer success, account management, or post-sales roles at enterprise software companies

* You have 5+ years leading CS teams, with a track record of hiring, coaching, and developing high-performing CSMs

* You’ve owned GRR and NRR targets and can show how your team moved them

* You’ve built or rebuilt a CS function during rapid growth, not only run an established one

* You’ve run both high-touch and scaled or digital coverage models and know when each one fits

* You can show how your team helped customers move from initial onboarding to sustained adoption and measurable business outcomes

* You’re comfortable with usage and consumption data, and ideally have supported usage-based or API products

* You have strong command of Salesforce, forecasting, and customer health tooling

* You’re hands-on with AI products and can build enough product fluency to understand customer workflows, diagnose adoption barriers, and earn trust with business and technical stakeholders

* You communicate clearly with executive buyers, administrators, and technical teams, including during sensitive product changes or escalations

* You’re comfortable operating without an established playbook, using AI and automation where they improve execution and knowing where human judgment matters