Builder - Head of Customer Success

About the role

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.

Responsibilities

• 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

Requirements

• 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.

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