Director of Customer Success Engineering
About The Position
Foxglove is used by some of the biggest names in the robotics industry, across verticals such as warehouse automation, autonomous driving, agriculture, and deep sea exploration. Our customer base is growing fast, and we're looking for a Director of Customer Success to build and lead the function responsible for driving customer adoption, retention, and expansion. This is a foundational leadership role. You will define the customer success strategy, build the team, and establish the processes and metrics that ensure our customers get maximum value from the Foxglove platform. You will work closely with Sales, Product, and Engineering to create a seamless post-sales experience and drive net revenue retention. Our ideal candidate has built and scaled customer success teams at technical, developer-focused B2B SaaS companies. Prior experience with robotics is not necessary, but you must understand the unique dynamics of selling to engineers and technical buyers, and know how to translate product adoption into measurable business outcomes. You should thrive in a fast-paced startup environment and be comfortable operating as both a strategist and an individual contributor as the team scales.
Requirements
- 7+ years of experience in customer success, account management, or related post-sales roles in B2B SaaS
- 3+ years of experience building and managing customer success teams within developer-focused SaaS companies
- Proven track record of driving net revenue retention above 120%
- Experience working with technical products sold to developers or engineering teams
- Strong analytical skills with experience using data to drive decisions and build health scoring models
- Ability to communicate effectively with everyone from IC engineers to C-level executives
- Experience building out processes, playbooks, and documentation from scratch
- Comfort operating in a fast-paced startup environment with ambiguity
Nice To Haves
- Experience in the robotics or autonomous vehicles industry
- familiarity with Foxglove or similar observability/visualization tools
Responsibilities
- Lead and scale our Customer Success team, including hiring CSEs and defining team structure.
- Own net revenue retention, including driving adoption, reducing churn, and identifying expansion opportunities across the customer base.
- Design and implement a customer lifecycle framework, including onboarding, adoption, health scoring, QBRs, and renewal processes.
- Partner closely with Sales and Solutions Engineering on handoffs, account planning, and expansion motions.
- Act as the voice of the customer internally, working with Product and Engineering to surface feedback, prioritize feature requests, and influence the roadmap.
- Develop scalable playbooks, tooling, and automation to drive efficiency as the customer base grows.
- Establish and track key CS metrics (NRR, GRR, health scores, time-to-value, NPS) and report regularly to executive leadership.
- Personally manage a portfolio of our most strategic accounts.
- Collaborate cross-functionally with Marketing on customer advocacy, case studies, and references.
Benefits
- $300 monthly budget towards commuter benefits
- Competitive equity grant in a Series B company
- Medical, Dental, Vision, and Term Life insurance coverage at 100% for employees and 75% for dependents
- 401(k) matching up to 4%
- 4 weeks vacation, plus holidays and winter break
- All expenses paid company off-sites 1-2x per year
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
