Executive Director, Enterprise Customer Success (AI-Powered)

HappyRobot; United States; Remote; USD 180.000 - 260.000; Vollzeit

Benefits dieser Stelle

Healthcare

Dental coverage

Vision coverage

Equity

Zusammenfassung

HappyRobot is seeking a Head of Customer Success to own post-sale experience for its largest enterprise customers. You will shape the CS vision, structure, and operating rhythm, with accountability for adoption, retention, net revenue retention, and expansion across our customer base.

In this player-coach role, you’ll engage top accounts as an executive sponsor and, over time, build a team of CS managers, defining playbooks and partnering with Sales, Deployment, Product, and Engineering to

Qualifikationen

• 10+ years in Customer Success or related roles in B2B SaaS or tech.
• 3+ years leading and scaling a CS team or equivalent.
• Proven track record of owning retention, NRR, and expansion targets.
• Experience building a CS function from early stage, with hiring and tooling.
• Strong executive presence and ability to communicate with operators and C‑level stakeholders.

Aufgaben

• Own the CS function and targets: gross retention, NRR, expansion, customer health.
• Sponsor largest enterprise accounts and build executive relationships.
• Hire, onboard, coach, and develop CS managers; define career paths and standards.
• Design the CS operating model: segmentation, coverage, health scoring, renewal forecasting.
• Create repeatable playbooks for onboarding, adoption, reviews, risk management, expansion.
• Partner with Sales to identify expansion opportunities and own renewals.
• Collaborate with Forward Deployed Engineers and Deployment Strategists for smooth handoffs.
• Translate customer feedback into product and engineering input.
• Define and report CS metrics; present outcomes to exec team and board.
• Select and implement tools like CRM and analytics for the team.

Kenntnisse

Customer Success

Enterprise accounts

Leadership

Retention & expansion

B2B SaaS

Tools

CRM

Customer analytics tools

Health scoring systems

Jobbeschreibung

HappyRobot is seeking a Head of Customer Success to own post-sale experience for its largest enterprise customers. You will shape the CS vision, structure, and operating rhythm, with accountability for adoption, retention, net revenue retention, and expansion across our customer base.

In this player-coach role, you’ll engage top accounts as an executive sponsor and, over time, build a team of CS managers, defining playbooks and partnering with Sales, Deployment, Product, and Engineering to