Builder - Head of Customer Success

Job description

The Opportunity: As our Head of Customer Success, you will own Reevo’s entire post-sales function and be accountable for customer activation, time-to-value, product usage/adoption, and retention. Your mandate is simple: ensure customers consistently realize the outcomes they bought Reevo for – and make that repeatable at scale. You will directly lead and build the full post-sales org, including: - Onboarding / Activation (Implementation) - Customer Success Managers (CSMs) - Technical Account Managers (TAMs) - Customer Support You will design the operating model, systems, and metrics that turn implementation into durable adoption, adoption into measurable business outcomes, and outcomes into retention – while partnering closely with Sales / Account Management on renewals and expansion. Customer outcomes aren’t a vibe, they are a measurable business function you will run end-to-end. We care a lot about building a strong in-person culture, and we’re very much in build mode. We expect the team to be in our SF office five days a week — that’s important to how we operate and scale right now. Who You Are: - You are a customer-obsessed business leader who is relentless about activation → adoption → outcomes → retention. You build teams and systems that make time-to-value predictable, product usage durable, and renewals boring. - You bring deep operational judgment. You know how to scale post-sales organizations that balance structure and flexibility across segments, while holding a high bar for customer experience and execution quality. - You think systemically and strategically, connecting product usage signals and customer outcomes to product direction, GTM execution, and long-term unit economics. - You are an exceptional communicator and influencer– trusted by executives, product leaders, and customers to navigate complexity, drive alignment, and make high-quality decisions. - You thrive in high-ambiguity environments, bringing clarity, momentum, and calm as the organization scales. What You'll Do: - Own Customer Activation, Time-to-Value, Adoption, and Retention - Define and drive the strategy for customer activation and time-to-value, ensuring every customer reaches meaningful “first value” quickly and reliably. - Establish adoption and usage as leading indicators of customer health, retention, and expansion – then operationalize the playbooks to move those levers. - Run and Scale the Post-Sales Organization - Own the strategy, structure, and execution across Onboarding/Activation, CSM, TAMs, and Customer Support. - Operate post-sales as a core business function with clear accountability for retention outcomes and customer value realization. - Build Leaders and Talent Density - Recruit, develop, and retain exceptional leaders and ICs across post-sales functions. - Set a high bar for ownership and performance; build a leadership bench that scales with the company. - Design the Customer Success Operating System - Build the full CS machine: onboarding frameworks, success plans, outcome tracking, health scoring, executive engagement cadences, escalation protocols, renewal readiness, and QBR/EBR standards. - Ensure a consistent, segment-aware customer experience – from the first week through renewal. - Operationalize Product Usage Into Measurable Outcomes - Define what “success” means by customer profile and translate it into measurable signals: activation milestones, key workflows adopted, time-to-value, engagement depth, and business outcomes. - Create proactive risk detection and intervention motions using product signals + qualitative inputs. - Own Retention and Renewal Readiness (and Partner on Expansion) - Be directly accountable for retention; ensure customers recognize and realize Reevo’s value and renew with confidence. - Partner with Sales / Account Management on expansion by making adoption and customer outcomes the foundation for growth. - Create Executive-Level Visibility - Establish operating cadences (weekly/monthly/quarterly) that drive accountability and fast decision-making. What You Bring: - 10+ years of experience in Customer Success, Implementation/Professional Services, Support, or Post-Sales Leadership within B2B SaaS or enterprise software - Proven experience leading multi-function post-sales organizations, including Onboarding/Implementation and Support, and ideally technical post-sales roles (SA/TAM) - Demonstrated success improving activation, time-to-value, adoption/usage, and retention through scalable systems and great teams - Strong background in operating model design, process improvement, and leadership development - Experience partnering closely with Sales, Product, and Engineering in high-growth environments - Exceptional executive communication and stakeholder management skills - High EQ, strong judgment, and a bias toward action - Familiarity with AI-driven products and the ability to translate technical concepts into clear customer and executive narratives is a strong plus - Startup or scale-up experience strongly preferred What We Offer: - Compensation: A highly competitive base salary and bonus structure, and early-stage equity that aligns your success directly with the company's growth. - Comprehensive Benefits: Competitive health, dental, and vision coverage, generous paid time off (PTO), and other valuable perks designed to support your well being. - Growth & Development: Clearly defined career advancement paths, dedicated mentorship opportunities, and a strong commitment to investing in your continuous professional development and skill enhancement. - Dynamic Culture: Join a collaborative, innovative, and fast-paced work environment where your direct contributions have a tangible and immediate impact on the product, the sales strategy, and the overall company trajectory. Here at Reevo, we know the best ideas come from people with different experiences and perspectives. We welcome candidates from all backgrounds and are proud to be an equal opportunity employer. We do not discriminate based on any protected characteristic, and we’re happy to provide accommodations throughout the application process.