Head of Customer Success

RockstarEnterprise parking SaaS

Remote within the United States or Canada, Remote work, supporting the time range of Pacific Coast US to East Coast US timeFull-TimeDirector

SalaryCompetitive salary, equity participation, and benefits

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Job Details

Bring experience supporting the largest enterprise customers and Fortune 500s.
Have 10+ years in Customer Success supporting a tech product.
Have strong organizational skills and the ability to manage multiple workstreams in a fast-paced environment.
Have excellent verbal and written communication skills with C-level stakeholders.
Be comfortable working with Product Management and driving the Customer Success perspective on customer needs.
Have familiarity with Transportation, Parking, or Workplace tech.
Support remote work across the time range from the Pacific Coast to the US East Coast.

Build executive-level relationships with the largest and most strategic customers.
Own portfolio-wide Gross Revenue Retention and Net Revenue Retention, and support renewals and expansion with the commercial team.
Gather, consolidate, and prioritize customer feedback, translating customer needs into actionable insights for Product and Engineering.
Lead, mentor, and develop the global Customer Success and Support team, setting expectations and career development standards.
Build the team structure and hiring plan required to scale the function.
Develop playbooks, workflows, and resources to standardize practices across the customer lifecycle.
Coordinate complex global rollouts across customer stakeholders and Product, Engineering, and commercial teams.
Strengthen account planning, customer health, risk management, escalation, support, and executive engagement processes.
Report on customer health, retention, advocacy, support performance, risks, and growth opportunities, and recommend actions.

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