Head of Digital Customer Success
Core
Design and run automated and human-led retention and expansion systems for the long-tail self-serve customer segment to drive Gross Revenue Retention (GRR).
Role type
Senior individual contributor leader (Head of Digital Customer Success)
Builds
Segmentation models, health scoring systems, and AI-assisted intervention frameworks
Domain
Developer tools / SaaS / AI
Deliverable
production ML models
Required skills
Customer success strategy, retention management, data analytics, Salesforce, AI tooling, cross-functional partnership, program design
Preferred skills
Developer tools experience, usage-based SaaS, PLG, hands-on Salesforce
Technologies
Salesforce, Plain, Wavelength, Claude
Responsibilities
Own GRR for the long tail, build metrics foundation, design intervention frameworks, build with AI, talk to customers, surface expansion, partner cross-functionally, shape the future team
Seniority
Senior, hands-on IC