Head of Customer Success

About the Role

We’re hiring a Head of Customer Success to own and scale the Customer Success function at North.

This is a hands-on leadership role for someone who can operate at both the strategic and tactical level. You’ll own the customer journey after the sale—from onboarding and adoption through value realization, renewal, and expansion—while building the systems, processes, and team that allow us to scale.

You’ll lead our Customer Success team and partner closely with Sales, Engineering, Product, and executive leadership. You'll also remain close to our most strategic customers, helping engineering, finance, and FinOps leaders understand their cloud spend, realize measurable savings, and confidently adopt more automation.

The goal is straightforward: make North indispensable to our customers and build a world-class Customer Success organization around that value.

What You’ll Do

• Own the Customer Success function. Set the strategy, operating cadence, priorities, and standards for CS as North scales.
• Own retention and customer health. Establish clear KPIs around retention, adoption, engagement, time-to-value, renewals, expansion, and customer health.
• Build the customer journey. Create repeatable processes across onboarding, implementation, adoption, QBRs, renewals, expansion, and executive engagement.
• Lead and develop the CS team. Manage our existing Customer Success team and determine how the organization, roles, and coverage model should evolve as our customer base grows.
• Stay close to customers. Personally own or remain deeply involved with strategic accounts and executive relationships.
• Drive measurable customer value. Ensure customers understand the savings, ROI, and operational impact North is delivering—not simply product usage.
• Increase product adoption. Develop strategies that help customers confidently adopt North's automation capabilities and deepen their usage of the platform.
• Build a data-driven CS organization. Create dashboards, health scoring, forecasting, risk identification, and reporting that give the team and leadership a clear view of the customer base.
• Own renewal strategy. Build a predictable renewal motion, identify risk early, and partner with Sales on expansion opportunities.
• Turn customer feedback into product direction. Establish a strong feedback loop between customers, CS, Product, and Engineering and help prioritize the problems that matter most.
• Develop scalable playbooks. Turn what works with individual customers into repeatable processes that can support a significantly larger customer base.
• Represent the customer internally. Bring customer needs, patterns, risks, and opportunities directly into company-level decision making.

This expands directly on the existing CSM mandate, which already emphasizes spend analysis, ROI reporting, Engineering collaboration, and building repeatable account-management and renewal processes.

What We’re Looking For

• 7+ years of experience in Customer Success, Technical Account Management, Solutions, or another relevant post-sale function.
• Experience leading a Customer Success team or building a CS function in a high-growth environment.
• Track record owning retention, renewals, adoption, expansion, and customer health at the portfolio or company level.
• Experience supporting enterprise or technically sophisticated customers.
• Strong understanding of FinOps, cloud infrastructure, DevOps, or infrastructure-heavy SaaS.
• Comfortable working with AWS, GCP, and/or Azure concepts and becoming credible with technical stakeholders.
• Highly data-driven—you use metrics to understand customer behavior, identify risk, prioritize accounts, and make decisions.
• Strong executive presence and ability to build relationships with CTOs, engineering leaders, finance leaders, and FinOps teams.
• Excellent at translating technical products and complex datasets into clear business value.
• Experience building processes and systems from 0→1 and then scaling them.
• Comfortable being hands-on. This is not a role where you'll exclusively manage managers—you should be willing to join customer calls, investigate account data, handle escalations, and build the first version of a process yourself.
• Strong cross-functional operator who can work closely with Sales, Engineering, Product, and company leadership.
• Based in the New York City area and comfortable working from our Dumbo office multiple days per week.

Nice to Have

• Previous experience leading Customer Success at a FinOps, cloud infrastructure, DevOps, observability, or developer-tools company.
• Deep familiarity with AWS/GCP/Azure billing and cloud economics.
• Understanding of Reserved Instances, Savings Plans, commitments, rightsizing, utilization, and anomaly detection.
• Experience driving adoption of automation or AI products where customer trust and change management are important.
• Experience designing customer health scores, segmentation models, QBR frameworks, and renewal forecasting.
• Experience with tools such as Salesforce, HubSpot, Gainsight, Looker, Tableau, Metabase, BigQuery, Snowflake, or similar.
• Experience managing enterprise customers and executive stakeholders.
• History of hiring and developing high-performing CSMs.
• Experience helping a startup scale its CS organization through a period of rapid customer and revenue growth.

What Success Looks Like

Within your first year, we'd expect you to have established a clear operating model for Customer Success, strengthened North's onboarding and adoption motion, created measurable customer-health and renewal frameworks, developed the existing CS team, and built the foundation needed to support substantially more customers without sacrificing the high-touch experience that differentiates North.

Customers should have a clear understanding of the value North is creating for them, risks should surface before they become renewal problems, and our CS organization should have a repeatable way to turn product usage and cloud savings into long-term customer relationships.

Work Setup

Hybrid role based in New York City, with our office in Dumbo, Brooklyn.

Benefits

• Unlimited PTO
• 16-week fully paid parental leave (20 weeks at 50% for mothers)
• Company-wide breaks: last week of August & Dec 23–Jan 3
• The opportunity to participate in company benefits, including a Medical PPO Plan with majority of the premium covered by North
• 30-day sabbatical every 4 years