Head of Customer Success

Rockstar

14h • Remote

About The Position

The Head of Customer Success will lead the company’s global Customer Success and Support function. This hands-on leadership role reports to the COO and is a key member of the company’s leadership team. The role owns strategic customer relationships, retention performance, customer advocacy, and the voice of the customer across the business.

The Head of Customer Success will lead and develop a team of 10 Customer Success, Implementation, and Support professionals, while building the processes, playbooks, and operational capabilities needed to support continued growth. The role is remote within the United States or Canada, with a preference for candidates in the Eastern or Central time zones.

Requirements

• 10+ years of experience in Customer Success supporting a technology product.
• Experience supporting the largest enterprise customers and Fortune 500 companies.
• Strong organizational skills and ability to manage multiple workstreams in a fast-paced environment.
• Excellent verbal and written communication skills with C-level stakeholders.
• Comfort working with Product Management and advocating for what customers need to be successful.
• Familiarity with transportation, parking, or workplace technology.
• Ability to work remotely while supporting the time range from the U.S. Pacific Coast to the U.S. East Coast.

Responsibilities

• Build trusted, executive-level relationships with the largest and most strategic customers.
• Maintain 100% referenceability across top customers.
• Own portfolio-wide Gross Revenue Retention and Net Revenue Retention.
• Develop customer success plans, identify risks and opportunities early, and partner with the commercial team on renewals and expansion.
• Strengthen how customer feedback is gathered, consolidated, and prioritized across the company.
• Translate customer needs into actionable insights for Product and Engineering, and partner with Product Management to influence roadmap decisions.
• Lead, mentor, and develop the global Customer Success and Support team.
• Establish team expectations, performance standards, and career development, and build the structure and hiring plan to scale the function.
• Develop playbooks, workflows, and resources to standardize best practices across the customer lifecycle.
• Support complex global rollouts by coordinating across customer stakeholders and the company’s Product, Engineering, and commercial functions.
• Strengthen account planning, customer health, risk management, escalation, support, and executive engagement processes.
• Report to the executive team on customer health, retention, advocacy, support performance, risks, and growth opportunities.
• Translate customer and operational data into clear insights and recommended actions.

Benefits

• Competitive salary, equity participation, and benefits.
• Remote flexibility without relocating.
• Opportunity to build and scale a global Customer Success function.
• Leadership-team membership, executive access, and influence over company direction.
• Opportunity to work with innovative global organizations and influence the product.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed