Head of Customer Success - AI-Driven NDR Growth (Hybrid)

Trove; Encinitas (CA); Hybrid; USD 105,000 - 165,000; Full time

Benefits offered by this job

Hybrid work

NDR-based bonus

Competitive base salary

Job summary

Trove is seeking a hands-on Head of Customer Success to manage ~100 dealership accounts, drive retention, and scale an AI-first CS engine. The role combines client leadership with operational rigor, reporting into a lean, bootstrapped team.

In Encinitas, you’ll work 3 days on-site with 2 days remote, overseeing a support specialist and contractors while pushing for above-market compensation tied to Net Dollar Retention and expansion revenue.

Qualifications

• 3-6+ years in CS management or senior account management in B2B SaaS or tech-enabled services.
• Hands-on player-coach mindset, managing accounts daily while optimizing team workflows.
• AI & automation mindset with practical experience using AI tools to streamline processes.
• Experience owning revenue retention metrics (GRR/NRR) and identifying upsell opportunities.
• Local presence: able to work in Encinitas office 3 days a week.

Responsibilities

• Direct account management for ~100 dealership clients.
• Own Net Dollar Retention and renewals across the customer lifecycle.
• Bridge software and ad services to maximize client ROI.
• Implement AI CS workflows to scale service capacity.
• Scale operations leanly with automated workflows and documented processes.
• Coordinate with contractors and internal teams to deliver against commitments.
• Capture dealer feedback and feed it into product and marketing loops.
• Align monthly ad campaigns with dealership sales performance.

Skills

Account management

Leadership

AI & automation

Retention & growth

B2B SaaS

Tools

LLMs

Zapier/Make

Automated reporting tools

Job description

Trove is seeking a hands-on Head of Customer Success to manage ~100 dealership accounts, drive retention, and scale an AI-first CS engine. The role combines client leadership with operational rigor, reporting into a lean, bootstrapped team.

In Encinitas, you’ll work 3 days on-site with 2 days remote, overseeing a support specialist and contractors while pushing for above-market compensation tied to Net Dollar Retention and expansion revenue.