Head of Customer Success

The role

You will own the post-sale experience for strategic enterprise customers and build the team and systems to scale it. You will set the vision and operating rhythm for Customer Success with accountability for adoption, retention, and expansion.

What you will do

• Own the Customer Success function and targets for retention, expansion, and customer health
• Serve as executive sponsor for largest enterprise accounts
• Hire, onboard, coach, and develop a team of Customer Success Managers
• Build the Customer Success operating model including segmentation and renewal forecasting
• Create repeatable playbooks for onboarding, adoption, and risk management
• Partner with Sales to identify and close expansion opportunities
• Work with Forward Deployed Engineers and Deployment Strategists for smooth handoffs
• Act as the voice of the customer for Product and Engineering
• Define and report on Customer Success metrics to the executive team and board
• Select and implement tools such as CRM and customer analytics

Required qualifications

• 10 or more years in Customer Success, Account Management, or a similar customer-facing function at a B2B SaaS or technology company
• 3 or more years leading and scaling a team
• Proven track record of owning retention, net revenue retention, and expansion targets for enterprise customers
• Experience building a Customer Success function from an early stage
• Strong executive presence
• Comfort with data
• Technical curiosity regarding integrations, APIs, workflows, and AI concepts
• A bias for ownership and speed

Nice to have

• Hands-on logistics, freight, or supply chain experience
• Experience with AI, automation, or voice products
• Familiarity with TMS, WMS, or CRM systems
• Spanish, Portuguese, or another language
• Prior experience at an early-stage or high-growth startup

Benefits

• Healthcare, dental, and vision coverage
• Equity in a high-growth startup

About the company

HappyRobot is the infrastructure for enterprises to build and orchestrate AI workforces. They are backed by investors including a16z, Y Combinator, Base10, Prysm Capital and Eurazeo.