Head of Customer Success

About the Role

Build and lead the post-sales function at an early-stage engineering software company. This is a hands-on, founding Customer Success role focused on enterprise relationships, retention, and growth, with the opportunity to shape how the function scales.

What You'll Do

• Own the enterprise customer journey, including onboarding, relationship management, business reviews, renewals, and expansion.

• Manage customer support requests and drive timely resolutions, including building AI agents to triage and automate repetitive work.

• Create Customer Success playbooks, onboarding processes, health scoring, and scalable operating practices from the ground up.

• Own retention and expansion performance while building trusted, consultative customer partnerships.

• Identify future team needs and, as the function grows, hire and lead customer-facing technical roles.

What We're Looking For

• Five to ten years of Customer Success experience, including a founding or early Customer Success role at a seed- to Series A B2B SaaS company with a lean team.

• Experience building Customer Success processes and playbooks from scratch, and personally owning renewals, retention, and expansion revenue.

• Hands-on experience supporting technical products and enterprise customers, balancing commercial growth with customer advocacy.

• Experience building AI agents or automation for support workflows.

• Familiarity with CRM and Customer Success platforms, data analysis tools, and project management tools.

• Comfort working as an individual contributor in a resource-constrained early-stage environment.

• Must be authorized to work in the United States without visa sponsorship.

Compensation & Benefits

Base salary: $150,000 to $176,000 annually. Visa sponsorship is not available.

Location

Hybrid, with in-office work Monday, Wednesday, and Friday in San Francisco. Primary location: Redwood City, California.