Who you are

• The Hybrid Specialist: Proven experience in both high-touch Enterprise CS and automated, data-driven PLG environments
• Revenue-Minded: You understand that customer happiness is a means to an end, Retention and Expansion
• Tech-Forward: You have a vision for how AI can handle thousands of users without linear headcount growth
• Process Builder: You enjoy the blank page and are ready to implement the CRM structures and dashboards we need to scale
• Growth Mindset: You thrive in fast-paced environments and are comfortable with the ambiguity of a scaling company

What the job involves

• We are looking for a strategic leader to take Customer Success to the next level
• Your mission is to bridge the gap between our high-touch Enterprise clients and our high-volume self-serve users, turning product value into measurable ROI, driving expansion revenue, and leveraging AI to revolutionize how we support our PLG community
• You'll drive Net Revenue Retention (NRR) by owning the expansion strategy for SLG accounts, identifying upsell and cross-sell opportunities to grow ARR within the existing base
• Transition from reactive support to proactive success by building repeatable processes, playbooks, and health-scoring models
• Design and implement AI-driven workflows to provide personalised, human-like success at scale for self-serve users
• Maintain a world-class churn rate by identifying at-risk signals early and implementing robust intervention strategies
• Cultivate a base of Super-Users who contribute to case studies, referrals, and product feedback loops
• Execute Strategic Account Reviews (QBRs) and success mapping for high-value accounts
• Partner with Sales to ensure a seamless handoff from closed-won to active-advocate
• Identify expansion triggers and lead commercial negotiations for upsells
• Deploy AI-powered tools to monitor product usage and trigger automated nudges that drive feature adoption
• Recruit, mentor, and lead a high-performing team of Customer Success Managers
• Advise on and implement the CS Tech Stack to best achieve the outcomes desired
• Act as the Voice of the Customer to the Product team to influence the roadmap