Head of Customer Success

Responsibilities Evolve the customer success team to drive consumption of AI products — define and operationalize new motions, equipping the team to plan workflow agentification with customers, deploy AI capabilities to demonstrate value, and cultivate champions for cross-team expansion Drive the development of an ROI-validated AI use case library structured by persona, vertical, and AI capability, and embed it into customer success tooling so the field can make a concrete value case in every customer conversation Enable seat-to-AI conversion across the renewal motion — equip renewal managers with the playbooks, commercial tools, and streamlined processes to convert seats into AI products as part of the standard renewal workflow Evolve services delivery for the AI era — transition the core services entitlement to AI activation, redefine and upskill the implementation team, update pricing and packaging for our Services Products, and build partner delivery infrastructure so certified partners deliver implementation at scale Run initial targeted proofs of concept with strategic customers to validate AI use cases in real environments, producing documented outcome reports and packaging ROI proof points for the field Serve as the escalation hub and product liaison for the field on all customer experience issues tied to AI products, and aggregate voice of customer feedback into structured input for Product Drive cross-functional operationalization across Product, Marketing, Engineering, Finance, Legal, Deal Desk, Channel, and Support to ship changes on aggressive timelines Own measurement and reporting — AI consumption tracking pre- and post-engagement, net retention impact, and macro-level AI product adoption across the installed base Establish the operating cadence and steering committee model, keeping senior leadership aligned on progress, risks, and decisions Requirements 8+ years of leadership experience in customer success, professional services, revenue operations, product management, or technical consulting, with significant expertise in enterprise SaaS Proven track record of transforming how internal teams operate — you’ve redesigned motions, redefined roles, upskilled large teams, and shipped new operating models across complex organizations Deep understanding of post-sales motions — customer success, renewals, professional services, and partner delivery Deep customer empathy with the ability to build consensus with senior technology leaders at large enterprises by translating complex AI capabilities into clear business outcomes Strong technical fluency in AI and generative AI technologies — including AI workflow design, agent orchestration, LLM-based products, and enterprise AI platforms Direct experience with revenue targets, pricing and packaging strategy, services P&L management, or renewal and expansion motions Exceptional at driving change across Product, Engineering, Sales, Finance, Legal, and Channel — unblocking dependencies and holding cross-functional partners accountable on aggressive timelines Ability to do the hands‑on work in the early phases while simultaneously designing the scalable operating model for the long term Track record of developing top‑tier talent, upskilling existing teams through role transitions, and inspiring high‑achieving teams #J-18808-Ljbffr