Head of Customers

PointFive•New York City, NY

5d•Hybrid

About The Position

PointFive is the AI Efficiency OS, a platform designed to manage AI spend across organizations, from the cloud to coding agents. The company's solution helps engineering and FinOps teams improve efficiency and optimize cloud and AI usage, with a focus on identifying and autonomously fixing waste. PointFive has demonstrated significant ROI for customers, with an average of 1,200%+ ROI and a high customer satisfaction rating. The company was founded by the team behind IntSights, which was acquired by Rapid7, and has recently secured $60M in Series B funding from investors including Accel, Entrée Capital, and Salesforce Ventures.

Requirements

Proven B2B SaaS Leadership: 7+ years of progressive leadership experience managing multi-disciplinary customer-facing organizations (Success, Support, Services) within a fast-growing tech startup environment.
Deep Cloud & Infrastructure Domain Expertise: Comprehensive understanding of public cloud environments (AWS, Azure, GCP), cloud billing mechanisms, FinOps methodologies, or infrastructure management platforms.
Strategic & Analytical Mindset: Demonstrated ability to build data-driven retention models, design customer journeys, and manage operational budgets and capacity planning.
Executive Communication: Outstanding cross-functional orchestration capabilities, with a track record of building trusted advisor relationships with enterprise technology executives and internal engineering stakeholders.

Nice To Haves

Direct familiarity with modern Customer Success platforms and advanced ticketing systems.
Experience scaling teams through hyper-growth phases (e.g., from Series A to Series B and beyond).

Responsibilities

Architect the Unified Customer Experience: Build, scale, and align the Customer Success, Technical Support, and Professional Services functions into a cohesive ecosystem focused on delivering rapid time-to-value and high net retention.
Drive Retention and Expansion: Establish robust methodologies for tracking health scores, proactive risk mitigation, and continuous value realization to secure renewals and uncover expansion opportunities.
Standardize Customer Success & Support Delivery: Evolve and scale our onboarding, adoption, support, and escalation frameworks to deliver consistent, enterprise-grade customer experiences. Establish the processes, metrics, and operating rhythms required to improve efficiency, accelerate time-to-value, and drive customer satisfaction.
Build and Scale Professional Services: Build PointFive’s Professional Services offering from the ground up, defining the service strategy, packaging, delivery model, and operating framework. Partner closely with customers to shape and validate the offering, then build the processes, automation, and team required to scale delivery while continuously incorporating customer feedback.
Champion the Voice of the Customer: Serve as the internal advocate for our enterprise users, partnering closely with Product, Engineering, and FinOps teams to translate customer feedback and cloud utilization insights into high-impact roadmap innovations.
Scale and Mentor the Team: Build and develop a world-class customer organization through thoughtful hiring, leadership development, and scalable operating practices. Establish the team structure, processes, and performance frameworks needed to support growth while fostering a culture of technical excellence, customer empathy, and accountability.