Head of Customer Success — Scale Enterprise CS & Cloud ROI

North Cloud; New York (NY); Hybrid; USD 220,000 - 280,000; Full time

Benefits offered by this job

Unlimited PTO

Parental leave (16 weeks)

Company breaks

Medical PPO plan

Sabbatical every 4 years

Job summary

North is hiring a Head of Customer Success to own and scale the CS function from onboarding through renewal, expansion, and value realization. You’ll lead the CS team, partner with Sales, Engineering, Product, and executives, and stay hands‑on with strategic accounts.

You’ll build systems, dashboards, and repeatable processes to support rapid growth while ensuring measurable savings and customer value.

Qualifications

• 7+ years in Customer Success or post‑sale functions.
• Experience leading a CS team in a high‑growth environment.
• Proven retention, renewals, adoption and health achievements.
• Experience with enterprise customers and exec stakeholders.
• Strong FinOps, cloud infra knowledge and credibility with tech leaders.
• Comfortable with AWS/GCP/Azure concepts and cloud costing.
• Based in the NYC area with hybrid work at Dumbo office.

Responsibilities

• Own the Customer Success function, set strategy, cadence and standards.
• Lead retention, health, adoption, renewals, and expansion KPIs.
• Build repeatable onboarding, implementation, QBRs, and renewal playbooks.
• Develop and mentor the CS team as the customer base scales.
• Maintain close relationships with strategic accounts and execs.
• Demonstrate measurable value and cloud savings to customers.
• Drive product adoption and automation usage across customers.
• Create dashboards and health scores for leadership visibility.
• Own renewal strategy and collaborate with Sales on expansions.
• Channel customer feedback to Product and Engineering for direction.
• Represent customers in internal decision making and planning.

Skills

CS leadership

Executive mgmt

Data-driven decisions

FinOps knowledge

Cross-functional collab

Enterprise customers

Cloud economics

Tools

Salesforce

HubSpot

Gainsight

Looker

Tableau

Metabase

BigQuery

Snowflake

Job description

North is hiring a Head of Customer Success to own and scale the CS function from onboarding through renewal, expansion, and value realization. You’ll lead the CS team, partner with Sales, Engineering, Product, and executives, and stay hands‑on with strategic accounts.

You’ll build systems, dashboards, and repeatable processes to support rapid growth while ensuring measurable savings and customer value.