Head of Digital Customer Success — AI-Driven Retention & Growth

Mintlify; San Francisco (CA); Presencial; USD 180.000 - 260.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation and equity

20 days paid time off every year

401k with Employer Match

Monthly wellness stipend

100% employee coverage for Health,  D 

Commute stipend to help get you to and

Free lunch and dinners

Annual team offsite

Descripción de la vacante

Mintlify is hiring a Head of Digital Customer Success to own retention and expansion across our Digital and Self-Serve segments: the long tail of customers without a dedicated CSM.

This is a builder role. You'll design and run the systems (segmentation, health signals, automated and human-led interventions) that keep thousands of customers successful at scale, and you'll own the number that proves it: gross revenue retention (GRR).

Formación

• 6+ years in customer success with digital/low-touch programs.
• Management experience and preference for system-led leverage.
• Track record owning retention (GRR/NRR) and driving improvements.
• Experience building metrics and health scoring from imperfect data.
• Experience designing AI-assisted or automated interventions.
• Proven use of AI to build scalable systems; leadership without engineering bias.
• Strong ownership, self-direction and hands-on customer focus.

Responsabilidades

• Own GRR for the long-tail, establish baselines and targets.
• Build the metrics foundation with segments and health signals.
• Design intervention frameworks combining automation, AI and human touch.
• Build with AI to create scalable workflows and agents.
• Talk to customers via save calls and check-ins to inform programs.
• Surface expansion opportunities and hand off to Sales.
• Partner with Marketing, Support, Sales and Product to close churn drivers.
• Shape the future team and determine how coverage scales.

Conocimientos

Digital CS programs

Retention ownership

Metrics & health scoring

AI-enabled workflows

Hands-on customer engagement

Problem framing & self-direction

Herramientas

Salesforce

Plain

Wavelength

Descripción del empleo

Mintlify is hiring a Head of Digital Customer Success to own retention and expansion across our Digital and Self-Serve segments: the long tail of customers without a dedicated CSM.

This is a builder role. You'll design and run the systems (segmentation, health signals, automated and human-led interventions) that keep thousands of customers successful at scale, and you'll own the number that proves it: gross revenue retention (GRR).