Head of Customer Success, Enterprise Growth

Happyrobot Inc.; United States; A distancia; USD 200.000 - 300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare

Dental care

Vision care

Equity

Competitive salary

Descripción de la vacante

HappyRobot Inc. is seeking a Head of Customer Success to own the post-sale experience for our largest enterprise customers and to build the team and systems that scale it. You will set the vision, structure, and operating rhythm for Customer Success, with direct accountability for adoption, retention, net revenue retention, and expansion across our customer base.

This is a player-coach leadership role. In the near term, you will stay close to our top accounts and serve as an executive sponsor in

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.
• Hands-on logistics, freight, or supply chain experience preferred, ideally managing large multi-stakeholder accounts.

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

Conocimientos

Customer Success leadership

B2B SaaS experience

Executive relationship management

Data-driven

Team building

Logistics familiarity

Herramientas

CRM systems

Descripción del empleo

HappyRobot Inc. is seeking a Head of Customer Success to own the post-sale experience for our largest enterprise customers and to build the team and systems that scale it. You will set the vision, structure, and operating rhythm for Customer Success, with direct accountability for adoption, retention, net revenue retention, and expansion across our customer base.

This is a player-coach leadership role. In the near term, you will stay close to our top accounts and serve as an executive sponsor in