Executive Leader, Enterprise Customer Success

Happyrobot Inc.; Oregon; Hybrid; USD 180,000 - 260,000; Full time

Benefits offered by this job

Healthcare

Dental coverage

Vision coverage

Equity opportunity

Autonomy and ownership

Job summary

HappyRobot Inc. is seeking a Head of Customer Success to own the post-sale experience for our largest enterprise customers.

You will shape the CS vision, structure, and operating rhythm, responsible for adoption, retention, net revenue retention, and expansion across the customer base. In this player-coach role, you will stay close to top accounts, serve as executive sponsor, and, over time, build a high-performing team of Customer Success Managers, defining playbooks and partnering with Sales,

Qualifications

• 10+ years in Customer Success, Account Management, or a similar customer-facing function at a B2B SaaS or technology company.
• 3+ years leading and scaling a team.
• Proven track record of owning retention, net revenue retention, and expansion targets for enterprise customers.
• Experience building a Customer Success function from an early stage, including hiring, process design, and tooling.
• Strong executive presence and the ability to communicate with both operators on the floor and C-level stakeholders.
• Comfort with data; read usage and performance metrics and drive decisions from them.
• Technical curiosity; comfortable discussing integrations, APIs, workflows, and AI concepts with customers and engineers.

Responsibilities

• Own the Customer Success function and its targets for gross retention, net revenue retention, expansion, and customer health.
• Serve as the executive sponsor for our largest enterprise accounts, building relationships with operators, VPs, and C-level stakeholders.
• Hire, onboard, coach, and develop a high-performing team of Customer Success Managers, and define clear career paths and performance standards.
• Build the Customer Success operating model, including account segmentation, coverage models, health scoring, renewal forecasting, and escalation processes.
• Create repeatable playbooks for onboarding, adoption, business reviews, risk management, and expansion that scale across regions and customer types.
• Partner with Sales to identify and close expansion opportunities into new use cases, business units, and geographies, and own the renewal motion.
• Work closely with Forward Deployed Engineers and Deployment Strategists to ensure smooth handoffs from implementation to ongoing success.
• Act as the voice of the customer inside HappyRobot, translating feedback and usage patterns into clear input for Product and Engineering.
• Define and report on Customer Success metrics, and present performance, risks, and strategy to the executive team and board.
• Select and implement the tools and systems the team needs, such as CRM, health scoring, and customer analytics.

Skills

Leadership

Enterprise CS

Customer retention

Revenue expansion

Stakeholder management

Executive communication

Data-driven

Cross-functional collaboration

Team building

Relationship building

Education

Bachelor's degree in related field

Tools

CRM systems

Health scoring

Customer analytics

Job description

HappyRobot Inc. is seeking a Head of Customer Success to own the post-sale experience for our largest enterprise customers.

You will shape the CS vision, structure, and operating rhythm, responsible for adoption, retention, net revenue retention, and expansion across the customer base. In this player-coach role, you will stay close to top accounts, serve as executive sponsor, and, over time, build a high-performing team of Customer Success Managers, defining playbooks and partnering with Sales,