Head of Enterprise Success

Laravel

9d•Remote

About The Position

Laravel Cloud is the fastest growing part of the business, built on the world's most widely used PHP framework. Cloud ARR is on pace to grow exponentially year on year, and our enterprise product, Private Cloud, is growing with it. This is a build and scale role where you will join a small, effective team, inherit a book of 48 active enterprise customers, and be responsible for putting in place the people, processes, and instrumentation that make our Enterprise Success function systematic, data-driven, and genuinely excellent. You will manage a team of two Enterprise Success Engineers, growing to three by March 2027 and four by Q3 2027. Each ESE carries a book of customers, deliberately sized to allow the depth of engagement our enterprise customers require, particularly as our platform expands to support multiple languages and frameworks beyond Laravel. You will report to Ben Tyrer and work closely with James Brooks, Head of Enterprise Enablement, who owns the technical and product side of the enterprise function. Your ESEs surface what customers are doing, struggling with, and asking for. James translates that into the enterprise roadmap. This loop is essential for building the right product.

Requirements

Demonstrable track record of building and scaling a post-sales success function, not just running one.
Experience managing deeply Technical Account Managers or Customer Success Engineers in a SaaS environment.
Technical fluency: able to earn credibility with ESEs and customers in conversations about infrastructure, deployment, and enterprise engineering problems.
A process builder/systemizer by instinct.
Clear understanding of why structural separation between post-sales and revenue incentives is an advantage.

Responsibilities

Formalize the handoff process from sales to Enterprise Success in partnership with the Head of Solutions Engineering.
Design and implement a customer health scoring model and a telemetry framework for consistent visibility into customer status.
Manage, develop, and grow a team of technically fluent, relationship-led, and operationally disciplined Enterprise Success Engineers.
Establish and maintain a formal product feedback loop with the Head of Enterprise Enablement to ensure customer signal influences the enterprise roadmap.
Build the discipline and logging practice to make expansion moments visible, documented, and actionable for the sales team.