Head of Digital Customer Success

Mintlify•San Francisco, CA

9d•$200,000 - $225,000•Onsite

About The Position

Mintlify is hiring a Head of Digital Customer Success to own retention and expansion across its Digital and Self-Serve customer segments: customers without a dedicated customer success manager. This is a senior individual-leader, builder role with a deliberately lean footprint. The successful candidate will design and operate systems—including segmentation, health signals, and automated and human-led interventions—to help thousands of customers succeed at scale, and will be accountable for gross revenue retention (GRR). AI is expected to be a core part of how these systems are built. Initially, the role is hands-on with customers: conducting calls, learning why accounts churn, and turning those conversations into programs. The role also identifies expansion opportunities in the long tail and coordinates handoffs to the appropriate account executive. It partners with Marketing, Support, Sales, and Product to address churn drivers and improve customer outcomes. As programs demonstrate value, the role helps determine how human customer coverage should scale, potentially through a small team or by leveraging Support. The position is on Mintlify's Customer Success team and reports to Ben Terrill, Head of Customer Success. It is full-time and based in San Francisco, with five days a week in the office.

Requirements

At least 6 years of experience in customer success.
Meaningful experience building digital or scaled customer success programs for a high-volume, low-touch customer base.
Management experience and a preference for achieving leverage through systems rather than a large team.
A track record of owning and improving a retention metric such as GRR, NRR, or logo churn.
Experience building metrics and health scoring from imperfect data.
Experience designing intervention frameworks that combine automation, AI, and human interaction.
Examples of using AI to build systems that have been shipped; engineering experience is not required, but fluency in building with AI tools is expected.
Strong ownership and self-direction, including the ability to identify, frame, and solve problems without waiting for a roadmap.
Comfort working directly with customers, including over the phone.

Nice To Haves

Experience at a developer-tools, product-led growth (PLG), or usage-based SaaS company.
Hands-on Salesforce experience with reports, dashboards, and flows.
Experience partnering with Marketing on lifecycle or customer marketing programs.

Responsibilities

Own GRR for the long-tail customer segment, establish a baseline during the first 30 days, set targets with leadership, and be accountable for improving retention.
Define customer segments, health scores, and leading indicators of churn and expansion using Salesforce, Plain, Wavelength, and product data.
Design intervention frameworks that determine which customer signals trigger automated, AI-assisted, or human responses, and build the associated playbooks.
Use Claude and other AI tools to build workflows, agents, and automations that scale customer success without scaling headcount.
Personally conduct save calls, check-ins, and escalations while programs are being built, and use customer feedback to improve those programs.
Identify expansion opportunities among long-tail customers and hand them off to the appropriate account executive.
Partner with Marketing on customer-focused lifecycle programs and with Support, Sales, and Product to address churn drivers.
Help determine how human customer coverage should scale as programs prove their value, including whether to build a small team or leverage Support.
Establish GRR and logo-churn baselines for the $0–$50K segment, map existing data, and speak with at least 20 long-tail customers, including recently churned accounts.
Ship an initial segmentation and health score, launch interventions targeting the largest churn drivers, and define the expansion handoff process with Sales.
Build a repeatable intervention engine that runs largely on automation and AI and generates a steady flow of qualified expansion opportunities for Sales.