Head of Digital Customer Success

San Francisco. Posted 18 days ago

The role

The Head of Digital Customer Success will own retention and expansion for Digital and Self-Serve segments. You will design systems including segmentation, health signals, and automated or human-led interventions to manage thousands of customers at scale.

What you will do

Own GRR for the long tail
Build the metrics foundation using Salesforce, Plain, Wavelength and product data
Design intervention frameworks using automated, AI-assisted or human responses
Build with AI using Claude and other tools to create workflows and automations
Personally run save calls, check-ins and escalations
Identify expansion opportunities and hand them off to AEs
Partner cross-functionally with Marketing, Support, Sales and Product
Help decide how human coverage scales

Required qualifications

6+ years in customer success
Meaningful experience building digital or scaled CS programs for a high-volume, low-touch customer base
Management experience
A track record of owning a retention number and moving it
Experience building metrics and health scoring from imperfect data
Experience designing intervention frameworks that combine automation, AI and human touch
Real examples of using AI to build systems you've shipped
Fluency building with AI tools
Strong ownership and self-direction
Comfort being hands-on with customers, including on the phone

Nice to have

Experience at a developer-tools, PLG or usage-based SaaS company
Hands-on Salesforce experience (reports, dashboards, flows)
Experience partnering with Marketing on lifecycle or customer marketing programs

Benefits

Competitive compensation and equity
20 days paid time off every year
401k with Employer Match
$250 monthly wellness stipend
100% employee coverage for Health, Dental, Vision
Commute stipend to help get you to and from work
Free lunch and dinners
Annual team offsite

About the company

Mintlify is a documentation platform for the AI era used by over 20,000 companies. The team is based in San Francisco.