Customer Success Leader

Job description

### About Us At Rox, we believe in empowering people to do their best work. Our platform supercharges sellers with autonomous revenue agents to do the manual work so they can focus on what they do best: selling. Just as coding agents 10x'd engineering, revenue agents 10x customer work. We are reimagining the revenue stack by building the world's first revenue operating system, from the application layer to the system of context. With Rox, humans are evolving to orchestrators while agents manage the end-to-end customer lifecycle. Rox powers Global 2000 leaders in banking, hardware, construction, and sovereign AI, while serving dominant AI winners like Ramp and Cognition. Underlying all of this success is an unwavering, shared belief in the mission, with an unreasonable commitment of doing whatever it takes to make it a reality. ### The Team Nothing is possible without the world-class team, assembled to redefine how businesses operate. Members on our team have: - Founded and exited successful companies - Held the highest positions at Google, AWS, Confluent, and New Relic - Won IMO and IOI gold medals - Published field-defining papers We're backed by the best, having raised $50M from Sequoia, General Catalyst, Google Ventures, Elad Gil, and Chris Ré. ### Core Principles **Taste: Craft beautiful experiences.** No matter how small, we strive to make sure every detail is right. We care deeply about every interaction, both in terms of whether it helps the seller get the job done, but also how the product makes them feel. We get a visceral feeling when something is off and stop at nothing to make sure we make it right. We never settle, continuously exploring ways to delight sellers. **Obsession: Commit unreasonably.** In all aspects of our craft, we commit. We not only are immediately reactive to customers' requests but are proactive about driving value even before they ask. We are also obsessive about always learning and honing our craft, improving ourselves and product every single day. **Action: Get it done.** Talking is easy but the difference comes from the execution. We lean heavily towards making thoughtful yet fast decisions and delivering immediately. We play in a field where trust is paramount. We earn the trust and right to empower the best sellers by forging a history of over-delivering on the promise at record speed. ### Your Role As a Customer Success Leader at Rox, you'll own the post-sales motion for our AI Natives and Enterprise segment: how these customers get deployed, how fast they reach value, and how that value compounds into expansion. You'll build and lead the success team that turns a signed contract into a daily-cadence workflow that revenue teams can't live without. This is a hands-on management role. You'll hire and develop a team of customer success managers, set the operating cadence that keeps your accounts live, and own the frameworks that make time-to-value repeatable across the segment. You'll be accountable for whether your customers actually use what they bought, and for catching the leading indicators before they become churn. If you believe retention is earned through product value rather than promises, and you want to build the success function for an agentic revenue platform from the ground up, we'd love to talk. ### Responsibilities Own net revenue retention, gross retention, and product utilization across the AI Natives and Enterprise segment, with clear success criteria per account. Hire, develop, and lead a team of customer success managers, setting the bar for craft and accountability as the function scales. Drive the onboarding model for your segment, including pre-kickoff runbooks and Mutual Action Plans, so customers own their configuration and reach a live daily-cadence workflow within the first month. Establish the weekly operating cadence with customers and internally: standups, office hours, metrics reviews, and written updates that keep deployments on track. Diagnose utilization variance across your accounts, identify the workflow, cadence, or integration gaps behind it, and intervene before accounts stall. Run expansion and renewal motions grounded in demonstrated outcomes, partnering with AEs on account strategy and role clarity. Turn post-sales signal into roadmap input, working directly with product and engineering on what customers need to succeed. Build the playbooks, tooling, and reporting that let your team scale without losing rigor. ### Qualifications 6+ years in customer success or post-sales, including direct experience hiring and managing a team and owning retention or utilization targets Track record managing relationships with VP- and C-level stakeholders at enterprise customers Strong balance of strategic thinking and operational execution; comfortable moving from an exec QBR to a deployment debug in the same day Demonstrated ability to drive measurable time-to-value and turn deployments into expansion Deep empathy for enterprise customers and a passion for helping them succeed Strong analytical mindset; fluent working with metrics, success criteria, and customer data Experience in technical or AI-native products; able to speak credibly to current trends and tools STEM degree or quantitative background preferred Previous experience in consulting, banking, or similar structured environments is a plus Be located in or willing to relocate to San Francisco ### Benefits Competitive pay with considerable equity upside Health Insurance ### Apply To apply, please fill out the application form. We're looking forward to connecting with you!