Head of Customer Success
Core
Own the post-sale relationship for enterprise customers, driving onboarding, adoption, retention, and expansion to ensure measurable value from ContextQA's AI-native QA platform.
Role type
Head of Customer Success (Foundational, building the function from scratch)
Builds
Customer success infrastructure including playbooks, success plans, health-scoring, and QBR formats.
Domain
B2B SaaS, AI-native software quality, test automation, DevOps
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Enterprise B2B SaaS customer success leadership, Fortune 500 account management, onboarding and adoption strategy, churn risk identification, renewal and expansion execution, technical product adoption, stakeholder management, written communication, early-stage environment adaptability
Preferred skills
QA/DevOps background, forward-deployed engineering experience, AI agent testing familiarity, enterprise application environment experience
Technologies
Salesforce, Workday, SAP, Oracle, ServiceNow, AI agents, MCP workflows, AI evaluation frameworks
Responsibilities
Define and execute structured onboarding plans with success criteria, track usage and intervene to prevent adoption stalls, monitor account health and lead renewals, partner with AEs on expansion into AI agent testing, capture customer feedback for product, build reusable CS infrastructure
Seniority
Senior, hands-on IC (Foundational hire)