Head of Customer Success & Experience

Base Ltd.; San Francisco (CA); On-site; USD 260,000 - 360,000; Full time

Job summary

Base Ltd. in San Francisco is seeking a hands-on Head of Revenue to build and scale Base’s commercial engine across new business, renewals, and expansion.

This is a build-and-carry role, not a CRO seat, and you’ll lead Sales and Account Management, personally run strategic opportunities, and coach the team in live deals. You’ll rebuild the revenue motion to be AI-first, cutting manual work across prospecting, forecasting, renewals, and expansion, while preserving judgment and relationships

Qualifications

• Experience closing complex, multi-stakeholder B2B enterprise deals.
• Ability to lead and grow a small Revenue team in a startup environment.
• Proven track record using AI/automation to improve productivity and outcomes.

Responsibilities

• Lead Sales and Account Management, coaching live opportunities.
• Personally run strategic deals and shape the revenue engine.
• Design and operationalize an AI-first renewal/expansion motion.
• Align pricing, contracts, and revenue processes with Customer Success and Product.

Skills

Enterprise deals

Team leadership

AI-driven revenue

Strategic negotiation

Forecasting

Job description

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Head of Revenue

Sales · San Francisco, California

TL;DR: Who We’re Looking For

We’re looking for a hands-on Head of Revenue to build, carry, and scale Base’s commercial engine across new business, renewals, and expansion. This is a build-and-carry role, not a traditional CRO seat: you’ll lead Sales and Account Management, personally run strategic deals, and coach the team in live opportunities.

You’ll rebuild the revenue motion to be AI-first, using AI and automation to cut manual work across prospecting, forecasting, renewals, and expansion, while preserving the judgment and relationships enterprise selling requires. You’ll partner closely with a separate Customer Success organization that owns customer outcomes.

We care about closers who can also build: strong commercial judgment, a player-coach mindset, real ownership of renewals and expansion (not only new logos), and a track record of using AI to change how revenue work actually gets done.

A hands-on commercial leader to build, carry, and scale new business, renewals, and expansion.

About Base

Base is building the AI Customer Growth Platform for modern B2B companies. We help teams orchestrate customer engagement across the post-sale lifecycle, from onboarding and adoption to expansion, advocacy, and retention, through one unified platform.

We are a growing startup selling to sophisticated enterprise Marketing, Customer Success, and GTM organizations that are rethinking how they operate in the age of AI. We are doing the same internally.

The Role

We are looking for a hands-on Head of Revenue to own and rebuild an AI-first commercial revenue engine. The remit spans new business and the commercial side of the customer lifecycle: upsell, cross-sell, expansion, and renewals.

This is a build-and-carry role, not a traditional CRO role. You will lead Sales and Account Management, personally run strategic opportunities, coach the team in live deals, and create a more repeatable and productive revenue motion. You will work directly with the CEO and help shape the engine Base will run on for the next several years.

A separate Customer Success organization owns onboarding, adoption, value realization, customer health, and support. Your team owns pricing, negotiation, contracts, renewals, and closing expansion. The partnership between Revenue and Customer Success is central to the role; Customer Success does not report to the Head of Revenue.

What You’ll Own

• Revenue performance across new ARR, renewal ARR, upsell, cross-sell, expansion, and net revenue retention.
• A trusted forecast across new business and the installed base.
• The Sales and Account Management teams, including coaching, operating cadence, role clarity, hiring, and development.
• A repeatable AI-first enterprise sales motion: ICP, pipeline creation, qualification, discovery, multi-persona selling, demos, proposals, negotiation, and close.
• A systematic AI-first renewal and expansion motion, including account planning, triggers, ownership, timing, pricing, commercial conversations, and contracting.
• A small portfolio of strategic new-business and existing-customer opportunities that you personally lead from discovery through close.
• Revenue productivity, compensation design, tooling, automation, data quality, and operating discipline.
• A strong feedback loop with Marketing on pipeline and positioning, and with Product and Engineering on won/lost insights, commercial friction, and market demand.
• The redesign of sales and post-sale revenue with an AI-first operational lens.

How Revenue Partners With Customer Success

Revenue and Customer Success will operate as peer organizations with shared visibility and clear ownership. Customer Success owns customer outcomes and the day-to-day value relationship; Revenue owns every commercial close. Together, the teams will maintain joint account plans, identify risk early, and translate customer health and usage signals into the right renewal or expansion action.

• Customer Success owns onboarding, adoption, time-to-value, customer health, and support.
• Revenue owns pricing, proposals, negotiation, contracts, renewals, upsell, cross-sell, and expansion close.
• Customer Success surfaces and helps qualify risk and growth signals; Revenue turns qualified commercial opportunities into closed business.
• Both teams protect revenue quality: selling the right solution, expanding at the right time, and building durable customer relationships.

Build an AI-Native Revenue Organization

A central part of the mandate is redesigning how commercial work gets done, not simply adding AI tools to an old operating model. You will determine where AI and automation can improve or replace work across research, prospecting, preparation, follow-up, CRM hygiene, call analysis, proposals, pipeline management, forecasting, renewal preparation, and account expansion.

We are looking for practical change: fewer manual steps, better decisions, faster execution, and materially higher productivity per person, while preserving the judgment and relationships that enterprise selling requires. You should be able to explain what you changed, what moved from people to systems or agents, what results improved, and what you learned.

What Success Looks Like

• You quickly develop a clear view of our market, customers, pipeline, renewal base, team, and commercial operating model.
• New-business, renewal, and expansion forecasts become reliable and actionable.
• Sales and Account Management operate with clear roles, stronger coaching, and consistent accountability.
• Renewal and expansion become proactive, repeatable motions rather than last-minute or relationship-dependent events.
• The seam between Revenue and Customer Success is explicit, collaborative, and visible in shared account planning.
• AI-enabled workflows materially reduce manual work and increase commercial productivity.
• Moving and executing fast at the pace of AI and startups: within 3 months, Base has a stronger, more predictable revenue engine and a clear model for scaling it.

What We’re Looking For

• Recent experience personally closing complex, multi-stakeholder B2B enterprise deals.
• Experience leading and improving a small Sales or Revenue team in an early-stage environment.
• Meaningful ownership of renewals, account management, or expansion, not only new-logo acquisition.
• Strong judgment across ICP, qualification, deal strategy, forecasting, pricing, negotiation, and commercial account planning.
• A player-coach mindset: you enjoy being in customer conversations and working real opportunities with the team.
• Experience partnering effectively with a separate Customer Success organization and respecting the distinction between customer value delivery and commercial ownership.
• Concrete experience using AI and automation to change workflows and improve productivity.
• Comfort operating without large or dedicated enablement, RevOps, Sales Engineering, or management layers.
• The ability to move quickly from diagnosis to implementation and work effectively with an involved founder/CEO.
• Experience selling to Marketing, Customer Success, or customer-growth leaders is a strong plus.

This Role Is Not

• A CRO role focused on managing executives or building layers of management.
• A Customer Success leadership role. CSMs, onboarding, adoption, and support sit in a separate organization.
• A pure new-logo Sales role. Renewals and expansion are a meaningful part of the mandate.
• A mature machine to optimize. You will help design, document, and build the system while carrying real revenue responsibility.

The AI Customer Growth platform.

Platform

Overview Control Center Teams Dashboard CMA Programs Security and Privacy Integrations

Solutions

References Advocacy & Community Upsell & Expansion Referrals Reviews & Social Proof Customer Stories Onboarding Retention Scaled Customer Success

Resources

Base Blog TOP100 CMA CLG Campus Customer Marketing Guide Base vs UserEvidence Base vs Peerbound Base vs Influitive Customer Marketing Glossary