Head of Digital Customer Success

present of AI; San Francisco (CA); Vor Ort; USD 120.000 - 180.000; Vollzeit

Zusammenfassung

present of AI in San Francisco is seeking a Senior Customer & Solutions professional to own retention and growth for a large group of self-serve customers. The role blends hands-on outreach with automated, AI-driven workflows to reduce churn and improve retention.

Ideal candidates have built scalable CS programs, developed health scores, and driven measurable retention improvements using data-driven playbooks.

Qualifikationen

• Experience building scaled customer success programs.
• Ability to derive churn signals from messy data.
• Proven track record of improving retention and reducing churn.
• Hands-on approach with customer outreach and saves calls.

Aufgaben

• Own retention and growth for a large group of small self-serve customers.
• Conduct hands-on customer calls and proactive outreach.
• Design and implement automated workflows to monitor and engage customers.
• Develop and refine health scores and churn signals from data.

Kenntnisse

Retention program

Health scoring

Automation workflows

AI tools usage

Customer success metrics

Tools

Claude

Jobbeschreibung

Customer & Solutions · San Francisco · Full-time · Senior level

This role owns retention and growth for the large group of smaller, self serve customers who have no dedicated success manager. A strong candidate has built scaled success programs before, set up health scores and churn signals from messy data, and can show a retention number they personally moved. The work is hands on at first, including customer calls, and leans on systems and automation rather than a big team.

How it fits the AI era

Much of the routine outreach and monitoring for thousands of small accounts can be handled by automated and AI driven workflows, which is central to how this role is expected to operate. What stays human is judgment about which signals matter, the design of the playbooks, and the save calls that reveal why customers leave. The role sits close to a product whose docs are read by AI agents, so understanding that shift helps.

How it builds AI experience

The job asks for real examples of using AI tools to build systems that shipped, and fluency with tools like Claude is expected rather than engineering skill. A candidate can build this by creating small automations or agents that handle customer outreach or flag at risk accounts, then showing the results. Because the company's product serves both developers and AI agents, experience with AI assisted workflows in a developer tools setting would be directly relevant.

Worth showing

• Scaled CS program building
• Owned GRR or churn number
• Health scoring from messy data
• Hands on customer save calls

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Mintlify

A documentation platform built so a company's technical docs stay current on their own and can be read directly by AI agents, not just people.