Head of Customer Success - Enterprise & Public Sector

Aurigo Software Technologies; Austin (TX); On-site; USD 140,000 - 230,000; Full time

Job summary

Aurigo Software Technologies is seeking a Senior Manager, Customer Success to lead a growing portfolio of enterprise and public-sector customers. This role combines hands-on engagement with people management, driving renewal outcomes and expansion opportunities.

The ideal candidate will have 7+ years in customer-facing roles, 2+ years leading CS teams, and a track record of high net revenue retention in complex accounts.

Qualifications

• 7+ years in Customer Success, Account Management, or related role within enterprise SaaS.
• 2+ years leading a Customer Success team.
• Proven track record of renewal outcomes and net revenue retention in high-value portfolios.
• Strong analytical skills using data to inform strategy and decisions.
• Ability to navigate complex customer situations with diplomacy and leadership.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers.
• Establish team KPIs and accountability frameworks.
• Build scalable CS playbooks, onboarding frameworks, and internal guidance for consistent customer engagement.
• Manage resource allocation across the portfolio to ensure appropriate coverage by account complexity and revenue tier.
• Maintain executive-level relationships across a portfolio of strategic accounts, serving as an escalation point and senior partner.
• Partner with customers to develop and execute success plans that drive adoption, ROI, and long-term satisfaction.
• Lead and oversee executive business reviews and customer operations meetings, ensuring strategic alignment and proactive communication.
• Own renewal forecasting and outcomes across the CS portfolio, maintaining high net revenue retention.
• Identify and advance upsell and cross-sell opportunities in collaboration with Sales and Product teams.
• Proactively identify at-risk accounts and lead mitigation strategies to protect retention rates.
• Leverage usage data, health scores, and KPIs to drive team priorities and individual account strategies.
• Provide clear, regular reporting to senior leadership on customer health, churn risk, and expansion opportunity.
• Act as a trusted partner to Sales, Product, and Marketing—serving as the voice of the customer and translating feedback into actionable input.
• Collaborate with Product on training and enablement programs that increase customer proficiency and platform adoption.

Skills

Customer Success

Account Management

Leadership

Data analysis

Education

Advanced degree or relevant certifications

Tools

Gainsight

Salesforce

Zendesk

Job description

Aurigo Software Technologies is seeking a Senior Manager, Customer Success to lead a growing portfolio of enterprise and public-sector customers. This role combines hands-on engagement with people management, driving renewal outcomes and expansion opportunities.

The ideal candidate will have 7+ years in customer-facing roles, 2+ years leading CS teams, and a track record of high net revenue retention in complex accounts.