Hands-On AI-Driven CS & Experience Leader

Base; San Francisco (CA); Hybrid; USD 180,000 - 260,000; Full time

Job summary

Base is building the AI Customer Growth Platform for modern B2B companies, seeking a hands-on Head of Customer Success & Experience to redesign an AI-first CS org. You will own onboarding, implementation, adoption, customer health, and advocacy, partnering with Product and Engineering to remove friction and drive measurable outcomes.

You will lead a fast-growing team, with a focus on faster onboarding, stronger adoption, and proactive risk management.

Qualifications

• Experience leading onboarding, adoption, customer health, retention, or support motions.
• Experience in a B2B SaaS company at a similar stage.
• Strong direct engagement with customers and with day-to-day users and senior executives.

Responsibilities

• Own onboarding, implementation, adoption, and time-to-value for customers.
• Drive product adoption, measurable outcomes, and ongoing value realization.
• Identify growth potential (upsell, cross-sell, expansion) and segment customers for engagement models.
• Own customer health, risk identification, and early churn intervention.
• Maintain day-to-day strategic relationships with customers and oversee CS, onboarding, and support teams.

Skills

CS leadership

Onboarding & adoption

Customer health

AI-enabled workflows

Job description

Base is building the AI Customer Growth Platform for modern B2B companies, seeking a hands-on Head of Customer Success & Experience to redesign an AI-first CS org. You will own onboarding, implementation, adoption, customer health, and advocacy, partnering with Product and Engineering to remove friction and drive measurable outcomes.

You will lead a fast-growing team, with a focus on faster onboarding, stronger adoption, and proactive risk management.