Builder - Head of Customer Success

Reevo•San Francisco, CA

2d•Onsite

About The Position

The Head of Customer Success owns how Reevo delivers value to customers, from technical scoping before a deal closes through implementation, adoption, and retention. The role is accountable for ensuring customers realize the outcomes they purchased and for making delivery predictable as Reevo serves larger, more complex organizations. The role leads the value delivery organization across Solutions Architecture, Forward Deployed Engineering, Implementation, Technical Account Managers (TAMs), and Customer Support. It turns technical scoping into successful implementations, implementations into durable adoption, and adoption into retention, while partnering with Sales and Account Management, which own renewals and expansion. Customer outcomes are managed as a measurable, end-to-end business function. This is a hands-on leadership role in a high-growth, high-ambiguity environment. The Head of Customer Success establishes delivery standards, measurable customer-success signals, operational cadences, and scalable service models; works closely with Product, Engineering, Sales, and Finance; and recruits and develops leaders and individual contributors. The team is expected to work in Reevo’s San Francisco office five days per week.

Requirements

10+ years of experience in Implementation/Professional Services, Solutions Architecture, Forward Deployed Engineering, Customer Success, or Post-Sales Leadership within B2B SaaS or enterprise software.
Proven experience leading enterprise implementations with multi-month timelines, security and IT reviews, and complex integrations.
Experience leading or partnering closely with technical pre-sales teams, such as Solutions Architects or Sales Engineers.
Demonstrated success improving time-to-value, adoption, and retention through delivery, in partnership with a sales-owned commercial function.
Strong commercial judgment, including cost-to-serve and margin tradeoffs.
Experience partnering closely with Sales, Product, and Engineering in high-growth environments.
Exceptional executive communication and stakeholder management skills.
High EQ, strong judgment, and a bias toward action.
Customer-obsessed delivery leadership with hands-on experience leading complex enterprise implementations.
Technical credibility and the ability to guide decisions on what to build, commit to, and scope.
Ability to turn field experience into repeatable systems, playbooks, product feedback, and scalable motions.
Ability to operate in ambiguous environments, lead customer accounts directly, and develop early-career talent.
Willingness to work in Reevo’s San Francisco office five days a week.

Nice To Haves

CRM implementation experience.
Hands-on experience with AI-driven products, including AI agents in customer-facing workflows.
Startup or scale-up experience, ideally including time as a hands-on builder.

Responsibilities

Own end-to-end value delivery, from technical scoping and pre-sale technical wins through implementation, go-live, adoption, and ongoing customer outcomes.
Set implementation milestones and go-live criteria to make time-to-value predictable.
Own the strategy, structure, and execution of Solutions Architecture, Forward Deployed Engineering, Implementation, TAMs, and Customer Support.
Define roles, handoffs, and service levels by customer segment.
Be directly accountable for gross retention and account health, ensuring customers recognize and realize Reevo’s value.
Partner with Account Management on renewals and expansion by delivering an evidence-based value case ahead of renewals.
Define measurable outcomes for deep, embedded engagements with strategic customers, including repeatable use-case playbooks and input to Product and Engineering.
Partner with Engineering on custom builds for strategic customers, with an emphasis on making solutions useful to more than one customer.
Define success by customer profile and track signals such as implementation milestones, workflow adoption, time-to-value, engagement depth, and business outcomes.
Create proactive risk-detection and intervention motions using product signals and qualitative inputs.
Understand cost-to-serve by account and segment, and partner with Finance and Sales on service packaging and pricing.
Scale support for long-tail customers through AI-driven support and self-serve enablement.
Recruit, develop, and retain leaders and individual contributors across delivery functions; set high standards for ownership and performance and build a leadership bench.
Establish weekly, monthly, and quarterly operating cadences that drive accountability and fast decision-making.
Lead from the front, including carrying customer accounts while building the team and developing early-career talent.