Head of Scaled Customer Success & Retention - AutoDS

Must-Haves: 4+ years of professional experience in Customer Success, Account Management, or Post-Sale Revenue roles within SaaS or high-velocity tech platforms. At least 2 years of hands-on experience designing or operating within Digital CS, Scaled CS, or Tech-Touch customer success models. 3+ years of direct people management or proven team leadership experience. Demonstrated track record of building automated lifecycle communications and customer engagement journeys (e.g., via Intercom, automated email workflows, or in-app triggers). Commercial mindset: comfortable owning revenue and retention metrics (Net Retention Rate, recovered revenue, churn cohorts, trial-to-paid conversion) and presenting results to leadership. Data literacy: proficient in translating user behavioral analytics into actionable retention and growth playbooks. Familiarity with engagement, workflow automation, and analytics tools (e.g., Intercom / Intercom Fin, Zapier, Make.com, Mixpanel, Tableau). Full professional fluency in English (verbal and written).

Team Leadership & People Management: Lead, mentor, and establish operational cadences for a team of 5 direct reports Business-User Growth & Retention: Lead the proactive CS motion for large accounts. Define account qualification standards, accelerate time-to-value, and build repeatable playbooks that drive product adoption, upsell opportunities, and long-term retention. Automated Failed-Payment Recovery (Dunning): Own the end-to-end failed payment recovery motion. Transform our existing outreach into a scalable, multi-channel automated system that recaptures involuntary churn at high volume. Reputation & Social Proof Programs: Oversee the strategy for generating high-quality reviews across key platforms to drive organic acquisition and brand trust. AI-Driven Journey Optimization: Serve as the primary revenue owner in CX for AI automation initiatives. Ensure maximum revenue conversion rather than just deflecting volume. Trial-to-Paid Conversion: Partner with Product and Growth teams to eliminate friction points during the customer lifecycle to increase conversion from trial to paid subscriptions.

Must-Haves: 4+ years of professional experience in Customer Success, Account Management, or Post-Sale Revenue roles within SaaS or high-velocity tech platforms. At least 2 years of hands-on experience designing or operating within Digital CS, Scaled CS, or Tech-Touch customer success models. 3+ years of direct people management or proven team leadership experience. Demonstrated track record of building automated lifecycle communications and customer engagement journeys (e.g., via Intercom, automated email workflows, or in-app triggers). Commercial mindset: comfortable owning revenue and retention metrics (Net Retention Rate, recovered revenue, churn cohorts, trial-to-paid conversion) and presenting results to leadership. Data literacy: proficient in translating user behavioral analytics into actionable retention and growth playbooks. Familiarity with engagement, workflow automation, and analytics tools (e.g., Intercom / Intercom Fin, Zapier, Make.com, Mixpanel, Tableau). Full professional fluency in English (verbal and written).