Builder - Head of Customer Success

As our Head of Customer Success, you will own Reevo’s entire post-sales function and be accountable for customer activation, time-to-value, product usage/adoption, and retention. Your mandate is simple: ensure customers consistently realize the outcomes they bought Reevo for – and make that repeatable at scale.

You will directly lead and build the full post-sales org, including:

• Onboarding / Activation (Implementation)

• Customer Success Managers (CSMs)

• Technical Account Managers (TAMs)

• Customer Support

You will design the operating model, systems, and metrics that turn implementation into durable adoption, adoption into measurable business outcomes, and outcomes into retention – while partnering closely with Sales / Account Management on renewals and expansion. Customer outcomes aren’t a vibe, they are a measurable business function you will run 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.

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• Define and drive the strategy for customer activation and time-to-value, ensuring every customer reaches meaningful “first value” quickly and reliably.

• Establish adoption and usage as leading indicators of customer health, retention, and expansion – then operationalize the playbooks to move those levers.

• Own the strategy, structure, and execution across Onboarding/Activation, CSM, TAMs, and Customer Support.

• Operate post-sales as a core business function with clear accountability for retention outcomes and customer value realization.

• Recruit, develop, and retain exceptional leaders and ICs across post-sales functions.

• Set a high bar for ownership and performance; build a leadership bench that scales with the company.

• Build the full CS machine: onboarding frameworks, success plans, outcome tracking, health scoring, executive engagement cadences, escalation protocols, renewal readiness, and QBR/EBR standards.

• Ensure a consistent, segment-aware customer experience – from the first week through renewal.

• Define what “success” means by customer profile and translate it into measurable signals: activation milestones, key workflows adopted, time-to-value, engagement depth, and business outcomes.

• Create proactive risk detection and intervention motions using product signals + qualitative inputs.

• Be directly accountable for retention; ensure customers recognize and realize Reevo’s value and renew with confidence.

• Partner with Sales / Account Management on expansion by making adoption and customer outcomes the foundation for growth.

• Establish operating cadences (weekly/monthly/quarterly) that drive accountability and fast decision-making.

• 10+ years of experience in Customer Success, Implementation/Professional Services, Support, or Post-Sales Leadership within B2B SaaS or enterprise software

• Proven experience leading multi-function post-sales organizations, including Onboarding/Implementation and Support, and ideally technical post-sales roles (SA/TAM)

• Demonstrated success improving activation, time-to-value, adoption/usage, and retention through scalable systems and great teams

• Strong background in operating model design, process improvement, and leadership development

• 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

• Familiarity with AI-driven products and the ability to translate technical concepts into clear customer and executive narratives is a strong plus

• Startup or scale-up experience strongly preferred