Head of Customer Success

About Flow

Flow is the systems engineering platform for the world's best hardware teams. Companies like Rivian run their programs on Flow, keeping requirements, interfaces, tests, and design decisions connected in one live system instead of scattered across documents and legacy tools. We're growing fast, backed by Sequoia, and selling into an industry that is actively rethinking how engineering work gets done.

The role

Flow is a system of record, and a system of record only delivers value when an engineering org actually lives in it. A requirements platform that half the team uses isn't half as valuable, it's worse than nothing, because now there are two sources of truth. So our post-sale work isn't check-in calls and QBRs. It's deployment: migrating requirements out of legacy tools and spreadsheets, configuring Flow around how each customer's programs actually run, redesigning workflows, and driving the organizational change that gets hundreds of engineers to move their daily work into a new system.

You'll inherit over a hundred customers across SMB, mid-market, and enterprise, a small team of reps who manage the renewal book today, the post-sale side of our forward-deployed team, a support motion that needs to be scaled, and a team plan that goes to 10+ people in 12 months.
You'll start as a true player-coach: carrying your own book of accounts, running their deployments end to end, and owning their renewals personally. The methodology should come from the work and first principles, not another playbook from a different company. As the team scales, you'll shift weight toward leading, but the expectation is that you never fully leave the field.

What you'll own in year one

• Carry your own book of accounts: lead their deployments, drive their adoption, and personally own their renewals

• Define the deployment methodology: what "deployed" means, the phased rollout playbook, adoption measurement, and health scoring built on real usage rather than logins

• Design the coverage model: embedded deployments for enterprise, guided rollouts for mid-market, scaled low-touch for SMB

• Own renewals end to end, leading the reps who run the book today and building the motion around them, with expansion signals passed to the AE team

• Stand up support: tiering, response expectations, and a clean escalation path into engineering

• Assess, develop, and grow the team you inherit, then hire and ramp to 10+, and shape the split of the current forward-deployed team with our incoming Head of Solutions Engineering