Head of Digital Customer Success

Job description

# **Why Mintlify?** We're on a mission to empower builders. - **Massive reach:** Our docs platform serves 100 million+ developers every year and powers documentation for 20,000+ companies, including Anthropic, Microsoft, PayPal, Spotify, Coinbase, X, and over 20% of the last YC batch. - **Small team, huge impact:** We recently passed 65 employees and raised a $45 million Series B led by A16Z and Salesforce Ventures. Each new hire has a huge impact on shaping the company's trajectory. - **Culture of** [**slope over y-intercept**](https://mattrickard.com/hire-slope-not-intercept)**:** We value learning velocity, grit, and unapologetically unique personalities. We grew in value faster than headcount and we’re looking to align the two quickly. ## About Mintlify [Mintlify](https://www.mintlify.com/) is the documentation platform for the AI era. More than 20,000 companies, including Anthropic, Microsoft, Coinbase, Perplexity, Replit, Vercel, and Zapier, use Mintlify to publish docs that stay current and work for both developers and AI agents. Our customers' docs reach over 100 million people a year, and nearly half of that traffic now comes from AI agents. In April 2026 we [raised a $45M Series B](https://www.mintlify.com/blog/series-b) led by Andreessen Horowitz and Salesforce Ventures, with Bain Capital Ventures and Y Combinator also backing us. We're a fast-moving, high-agency team based in San Francisco. ## About the role Mintlify is hiring a Head of Digital Customer Success to own retention and expansion across our Digital and Self-Serve segments: the long tail of customers without a dedicated CSM. This is a builder role. You'll design and run the systems (segmentation, health signals, automated and human-led interventions) that keep thousands of customers successful at scale, and you'll own the number that proves it: gross revenue retention (GRR). You'll use AI as a core part of how you build, not a side project. Early on, you'll also be hands-on with customers: getting on calls, learning why accounts churn, and turning those conversations into programs. This role is a senior individual leader with a deliberately lean footprint; you should be excited to drive outsized impact through systems rather than by building a large team. - **Team:** Customer Success - **Reports to:** Ben Terrill, Head of Customer Success - **Location:** San Francisco, in office five days a week - **Type:** Full-time ## What you'll do - **Own GRR for the long tail.** Establish the baseline in your first 30 days, set targets with leadership, and be accountable for moving it. - **Build the metrics foundation.** Define segments, health scores, and leading indicators of churn and expansion using Salesforce, Plain, Wavelength and product data. - **Design intervention frameworks.** Decide which signals trigger which response (automated, AI-assisted or human) and build the playbooks behind each. - **Build with AI.** Use Claude and other AI tools to create workflows, agents and automations that scale your reach without scaling headcount. - **Talk to customers.** Personally run save calls, check-ins and escalations while programs are being built, and use what you learn to improve them. - **Surface expansion.** Identify expansion opportunities in the long tail and hand them off cleanly to the right AE. - **Partner cross-functionally.** Work with Marketing on customer-focused lifecycle programs, and with Support, Sales and Product to close the loop on churn drivers. - **Shape the future team.** As programs prove value, help decide how human coverage scales, whether through a small team of your own or by leveraging Support. ## What we're looking for - 6+ years in customer success, with meaningful experience building **digital or scaled CS** programs for a high-volume, low-touch customer base. - Management experience, and a preference for leverage through systems over a large team. - A track record of **owning a retention number** (GRR, NRR or logo churn) and moving it. - Experience building **metrics and health scoring** from imperfect data. - Experience designing **intervention frameworks** that combine automation, AI and human touch. - Real examples of **using AI to build systems** you've shipped. You don't need to be an engineer, but you should be fluent building with AI tools. - Strong **ownership and self-direction**: you find the problem, frame it and solve it without waiting for a roadmap. - Comfort being **hands-on with customers**, including on the phone. ## Nice to have - Experience at a developer-tools, PLG or usage-based SaaS company. - Hands-on Salesforce experience (reports, dashboards, flows). - Experience partnering with Marketing on lifecycle or customer marketing programs. ## What success looks like - **30 days:** Learn the product and customer base. Establish a GRR and logo-churn baseline for the $0–$50K segment. Map existing data across Salesforce, Plain and Wavelength. Talk to at least 20 long-tail customers, including recently churned accounts. - **60 days:** Ship a first version of segmentation and a health score. Launch the first interventions targeting the largest churn drivers. Define the expansion handoff process with Sales. - **90 days:** Interventions are live and showing a measurable positive impact on logo churn. GRR targets agreed with leadership. A clear point of view on how human coverage should scale. - **First year:** GRR measurably improved against baseline, a repeatable intervention engine running largely on automation and AI, and a steady flow of qualified expansion opportunities to Sales. # **Company Benefits:** - Competitive compensation and equity - 20 days paid time off every year - 401k with Employer Match - monthly wellness stipend - 100% employee coverage for Health, Dental, Vision - Commute stipend to help get you to and from work - Free lunch and dinners - Annual team offsite (previously went to Alaska, Hawaii, Jackson Hole)