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 hire)
Builds
Post-sale relationship infrastructure, onboarding playbooks, success plans, and adoption frameworks for enterprise clients.
Domain
B2B SaaS, AI-native software quality, QA automation, DevOps
Deliverable
production ML models
Required skills
Enterprise B2B SaaS customer success, Fortune 500 account management, technical account management, onboarding strategy, adoption tracking, churn risk mitigation, renewal negotiation, expansion strategy, voice of the customer feedback, early-stage startup experience
Preferred skills
QA/DevOps background, forward-deployed engineering experience, AI agent testing familiarity, enterprise application environment experience, CS playbook creation
Technologies
Salesforce, Workday, SAP, Oracle, ServiceNow
Responsibilities
Define and execute structured onboarding plans with success criteria, conduct hands-on technical adoption and implementation alongside customers, monitor account health and intervene to prevent churn, lead renewals based on demonstrated value, partner with sales on expansion into AI agent testing, capture customer feedback for product development, build reusable CS infrastructure and frameworks
Seniority
Senior, hands-on IC (Foundational hire)
