Head of Customer Success — Enterprise Growth

happyrobot.ai; United States; A distancia; USD 180.000 - 270.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare coverage

Dental coverage

Vision coverage

Descripción de la vacante

HappyRobot is seeking a Head of Customer Success to own the post-sale experience for our largest enterprise customers. You will set the vision, build the team, and define the operating rhythm to drive adoption, retention, and net revenue retention across the customer base.

In this player-coach role, you will stay close to top accounts, then hire and coach a team of Customer Success Managers, partnering with Sales, Deployment, Product, and Engineering to ensure measurable value from our AI

Formación

• 10+ years in Customer Success, Account Management, or a similar customer-facing function at a B2B SaaS or technology company, including 3+ years leading and scaling a team.
• Preferred: Hands-on logistics, freight, or supply chain experience, ideally managing large, multi-stakeholder accounts.
• 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 operators on the floor and C-level stakeholders.
• Comfort with data; you can read usage and performance metrics and drive decisions from them.
• Technical curiosity about integrations, APIs, workflows, and AI concepts with customers and engineers.
• A bias for ownership and speed in a fast-growing startup.

Responsabilidades

• 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 tools and systems the team needs, such as CRM, health scoring, and customer analytics.

Conocimientos

CS leadership

Enterprise accounts

Strategic planning

Team building

Executive sponsorship

Data analysis

Cross-functional collab

Product/engineering liaison

Educación

Bachelor's degree in business or related field

MBA (preferred)

Herramientas

CRM platforms

Customer analytics tools

Renewal forecasting tools

Descripción del empleo

HappyRobot is seeking a Head of Customer Success to own the post-sale experience for our largest enterprise customers. You will set the vision, build the team, and define the operating rhythm to drive adoption, retention, and net revenue retention across the customer base.

In this player-coach role, you will stay close to top accounts, then hire and coach a team of Customer Success Managers, partnering with Sales, Deployment, Product, and Engineering to ensure measurable value from our AI