Head of Customer Success

Pump.co•San Francisco, CA

11d

About The Position

About the Role We’re looking for a strategic, technical, and hands-on Head of Customer Success to build and scale the post-sales organization at Pump.co. In this role, you will lead both our Solutions Architects and Customer Success Managers, ensuring customers experience immediate value, deep product adoption, and long-term success with Pump’s AI-driven cloud cost optimization platform. You’ll develop scalable systems and playbooks, own customer onboarding and implementation, and drive retention and expansion across our customer base. Working closely with the CEO, product, and engineering teams, you’ll shape Pump’s customer journey end-to-end and help build a world-class technical success organization. This is a high-impact leadership role for someone who thrives in fast-paced environments and wants to define the foundation of Customer Success at a high-growth startup.

Requirements

5+ years of experience in Customer Success or post-sales leadership, ideally in B2B SaaS, devtools, infrastructure, or cloud-related products
Experience managing technical teams (CSMs + Solutions Architects or Solutions Engineers)
Deep understanding of onboarding and supporting technical users, ideally DevOps, FinOps, or engineering teams
Proven ability to scale customer success programs, processes, and systems at a startup or high-growth environment
Strong communication and stakeholder management skills across Product, Sales, and Engineering
Ability to operate strategically while remaining hands-on
Experience using CS tools such as Vitally, Catalyst, Gainsight, or similar

Nice To Haves

Background supporting developer tools, cloud platforms, or AI/infra products
Experience working with usage-based or cost-optimization products
Ability to build lightweight dashboards or customer analytics
Experience implementing CS tooling from scratch
Strong understanding of cloud infrastructure, AWS, GCP, or FinOps concepts

Responsibilities

Build, lead, and mentor a high-performing Customer Success organization, including CSMs and Solutions Architects.
Own the full post-sales lifecycle: onboarding, activation, adoption, QBRs, renewals, and expansion.
Develop scalable playbooks, processes, and tooling for customer health, technical implementation, and ongoing engagement.
Collaborate closely with Product and Engineering to bring customer insights into roadmap decisions and influence product direction.
Partner with Sales to ensure smooth handoffs, strong communication, and predictable renewals.
Implement customer health scoring, usage analytics, and reporting frameworks to track impact and forecast retention.
Create and refine technical onboarding flows with Solutions Architects to ensure customers see value quickly and painlessly.
Lead customer advocacy efforts, including case studies, testimonials, and reference programs.
Drive a data-driven culture that focuses on measurable customer outcomes and clear KPIs across onboarding and ongoing success