Head of Enterprise Customer Success & Growth

HappyRobot; San Francisco (CA); On-site; USD 210,000 - 320,000; Full time

Benefits offered by this job

Healthcare

Dental

Vision

Equity

Job summary

HappyRobot is seeking a Head of Customer Success to own the post-sale experience for enterprise customers and to build the team and systems that scale it. You will set the vision, structure, and operating rhythm for CS with accountability for adoption, retention, net revenue retention, and expansion.

You will start close to top accounts as an executive sponsor, then hire and develop a team of Customer Success Managers, define playbooks, and collaborate with Sales, Deployment, Product, and

Qualifications

• 10+ years in Customer Success, Account Management, or a similar customer-facing function at a B2B SaaS or technology company.
• 3+ years leading and scaling a team.
• Proven track record of owning retention, net revenue retention, and expansion targets for enterprise customers.
• Experience building a Customer Success function from an early stage, including hiring, process design, and tooling.
• Strong executive presence and the ability to communicate with both operators on the floor and C-level stakeholders.

Responsibilities

• Own the Customer Success function and its targets for gross retention, net revenue retention, expansion, and customer health.
• Serve as the executive sponsor for our largest enterprise accounts, building relationships with operators, VPs, and C-level stakeholders.
• Hire, onboard, coach, and develop a high-performing team of Customer Success Managers, and define clear career paths and performance standards.
• Build the Customer Success operating model, including account segmentation, coverage models, health scoring, renewal forecasting, and escalation processes.
• Create repeatable playbooks for onboarding, adoption, business reviews, risk management, and expansion that scale across regions and customer types.
• Partner with Sales to identify and close expansion opportunities into new use cases, business units, and geographies, and own the renewal motion.
• Work closely with Forward Deployed Engineers and Deployment Strategists to ensure smooth handoffs from implementation to ongoing success.
• Act as the voice of the customer inside HappyRobot, translating feedback and usage patterns into clear input for Product and Engineering.
• Define and report on Customer Success metrics, and present performance, risks, and strategy to the executive team and board.
• Select and implement the tools and systems the team needs, such as CRM, health scoring, and customer analytics.

Skills

Customer Success

Account Management

Leadership

Team Scaling

Executive Communication

Data Analysis

Integrations

APIs

Tools

CRM

Customer Analytics

Health Scoring

Renewal Tools

Job description

HappyRobot is seeking a Head of Customer Success to own the post-sale experience for enterprise customers and to build the team and systems that scale it. You will set the vision, structure, and operating rhythm for CS with accountability for adoption, retention, net revenue retention, and expansion.

You will start close to top accounts as an executive sponsor, then hire and develop a team of Customer Success Managers, define playbooks, and collaborate with Sales, Deployment, Product, and