Builder - Head of Customer Success
- San Francisco
- Full-time
- Posted
Skills
Job description
The Opportunity:
As Head of Customer Success, you will own how Reevo delivers value to its customers, from technical scoping before the deal closes through implementation, adoption, and retention. Your mandate is simple: ensure every customer realizes the outcomes they bought Reevo for, and make that delivery predictable as we serve larger, more complex organizations.
You will lead the value delivery organization, including:
•Solutions Architecture
•Forward Deployed Engineering
•Implementation
•Technical Account Managers (TAMs)
•Customer Support
You will turn technical scoping into successful implementations, implementations into durable adoption, and adoption into retention, while partnering closely with Sales and Account Management, who own renewals and expansion. You will run customer outcomes as a measurable business function, 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.
Who You Are:
•You are a customer-obsessed delivery leader with hands-on experience leading complex enterprise implementations. You understand what it takes to bring sophisticated customers to value, and you maintain a high standard of execution under pressure.
•You think systemically and commercially, connecting product usage and customer outcomes to product direction, GTM execution, and cost-to-serve.
•You bring technical credibility. Solutions architects and forward deployed trust your judgment on what we can build, what we should commit to, and how to scope it.
•You turn field work into repeatable systems, converting what your team learns in individual accounts into playbooks, product feedback, and scalable motions.
•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 company moves upmarket.
•You lead from the front. You are comfortable carrying accounts yourself while building the team, and you take pride in developing early-career talent into exceptional operators.
What You'll Do:
•Own Value Delivery End to End
•Set the standard for how we scope, implement, and deliver value, from the technical win in pre-sale through go-live and beyond.
•Make time-to-value predictable by holding every implementation to clear milestones and go-live criteria.
•Lead the Value Delivery Organization
•Own the strategy, structure, and execution across Solutions Architecture, Forward Deployed Engineering, Implementation, TAMs, and Customer Support.
•Define clear roles, handoffs, and service levels by customer segment so nothing falls through the cracks.
•Own Retention and Customer Health
•Be directly accountable for gross retention and account health, ensuring customers recognize and realize Reevo's value.
•Partner with Account Management on renewals and expansion by delivering a clear, evidence-based value case well ahead of every renewal.
•Maximize the Impact of Forward Deployed Work
•Define what deep, embedded engagements with strategic customers must deliver: measurable customer outcomes, repeatable use-case playbooks, and sharp input to Product and Engineering.
•Partner with Engineering on custom builds for our most strategic customers, so what we build for one benefits many.
•Operationalize Product Usage Into Measurable Outcomes
•Define what success means by customer profile and translate it into measurable signals: implementation milestones, key workflows adopted, time-to-value, engagement depth, and business outcomes.
•Create proactive risk detection and intervention motions using product signals and qualitative inputs.
•Run Post-Sales as a Business
•Understand cost-to-serve by account and segment, and partner with Finance and Sales on how we package and price services.
•Scale coverage for the long tail through AI-driven support and self-serve enablement, so your team can go deep where it matters most.
•Build Leaders and Talent Density
•Recruit, develop, and retain exceptional leaders and ICs across delivery functions.
•Set a high bar for ownership and performance; build a leadership bench that grows with the company.
•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 Implementation/Professional Services, Solutions Architecture, Forward Deployed Engineering, Customer Success, or Post-Sales Leadership within B2B SaaS or enterprise software
•Proven experience leading enterprise implementations with multi-month timelines, security and IT reviews, and complex integrations; CRM implementations a strong plus
•Experience leading or partnering closely with technical pre-sales teams (SA/SE)
•Demonstrated success improving time-to-value, adoption, and retention through delivery, in partnership with a sales-owned commercial function
•Strong commercial judgment, including cost-to-serve and margin tradeoffs
•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
•Hands-on experience with AI-driven products, including AI agents in customer-facing workflows, is a strong plus
•Startup or scale-up experience strongly preferred, ideally including time as a hands-on builder
What We Offer:
•Compensation: A highly competitive base salary and early-stage equity that aligns your success directly with the company's growth.
•Comprehensive Benefits: Competitive health, dental, and vision coverage, generous paid time off (PTO), and other valuable perks designed to support your well being.
•Growth & Development: Clearly defined career advancement paths, dedicated mentorship opportunities, and a strong commitment to investing in your continuous professional development and skill enhancement.
•Dynamic Culture: Join a collaborative, innovative, and fast-paced work environment where your direct contributions have a tangible and immediate impact on the product, the sales strategy, and the overall company trajectory.
Here at Reevo, we know the best ideas come from people with different experiences and perspectives. We welcome candidates from all backgrounds and are proud to be an equal opportunity employer. We do not discriminate based on any protected characteristic, and we’re happy to provide accommodations throughout the application process.