Customer Success Leader

Customer Success Leader

As a Customer Success Leader at Rox, you'll own the post-sales motion for our AI Natives and Enterprise segment: how these customers get deployed, how fast they reach value, and how that value compounds into expansion. You'll build and lead the success team that turns a signed contract into a daily-cadence workflow that revenue teams can't live without.

This is a hands-on management role. You'll hire and develop a team of customer success managers, set the operating cadence that keeps your accounts live, and own the frameworks that make time-to-value repeatable across the segment. You'll be accountable for whether your customers actually use what they bought, and for catching the leading indicators before they become churn.

If you believe retention is earned through product value rather than promises, and you want to build the success function for an agentic revenue platform from the ground up, we'd love to talk.

Responsibilities include:

• Owning net revenue retention, gross retention, and product utilization across the AI Natives and Enterprise segment, with clear success criteria per account.
• Hiring, developing, and leading a team of customer success managers, setting the bar for craft and accountability as the function scales.
• Driving the onboarding model for your segment, including pre-kickoff runbooks and Mutual Action Plans, so customers own their configuration and reach a live daily-cadence workflow within the first month.
• Establishing the weekly operating cadence with customers and internally: standups, office hours, metrics reviews, and written updates that keep deployments on track.
• Diagnosing utilization variance across your accounts, identifying the workflow, cadence, or integration gaps behind it, and intervening before accounts stall.
• Running expansion and renewal motions grounded in demonstrated outcomes, partnering with AEs on account strategy and role clarity.
• Turning post-sales signal into roadmap input, working directly with product and engineering on what customers need to succeed.
• Building the playbooks, tooling, and reporting that let your team scale without losing rigor.

Qualifications include:

• 6+ years in customer success or post-sales, including direct experience hiring and managing a team and owning retention or utilization targets.
• Track record managing relationships with VP- and C-level stakeholders at enterprise customers.
• Strong balance of strategic thinking and operational execution; comfortable moving from an exec QBR to a deployment debug in the same day.
• Demonstrated ability to drive measurable time-to-value and turn deployments into expansion.
• Deep empathy for enterprise customers and a passion for helping them succeed.
• Strong analytical mindset; fluent working with metrics, success criteria, and customer data.
• Experience in technical or AI-native products; able to speak credibly to current trends and tools.
• STEM degree or quantitative background preferred.
• Previous experience in consulting, banking, or similar structured environments is a plus.
• Be located in or willing to relocate to San Francisco.

Benefits include:

• Competitive pay with considerable equity upside.
• Health Insurance.

To apply, please fill out the application form. We're looking forward to connecting with you!