Your Role
As a Customer Success Leader at Rox, you'll own the post-sales motion for our AI Natives and Enterprise segment: how these customers get deployed, how fast they reach value, and how that value compounds into expansion. You'll build and lead the success team that turns a signed contract into a daily-cadence workflow that revenue teams can't live without.
This is a hands-on management role. You'll hire and develop a team of customer success managers, set the operating cadence that keeps your accounts live, and own the frameworks that make time-to-value repeatable across the segment. You'll be accountable for whether your customers actually use what they bought, and for catching the leading indicators before they become churn.
If you believe retention is earned through product value rather than promises, and you want to build the success function for an agentic revenue platform from the ground up, we'd love to talk.
Responsibilities
Own net revenue retention, gross retention, and product utilization across the AI Natives and Enterprise segment, with clear success criteria per account.
Hire, develop, and lead a team of customer success managers, setting the bar for craft and accountability as the function scales.
Drive the onboarding model for your segment, including pre-kickoff runbooks and Mutual Action Plans, so customers own their configuration and reach a live daily-cadence workflow within the first month.
Establish the weekly operating cadence with customers and internally: standups, office hours, metrics reviews, and written updates that keep deployments on track.
Diagnose utilization variance across your accounts, identify the workflow, cadence, or integration gaps behind it, and intervene before accounts stall.
Run expansion and renewal motions grounded in demonstrated outcomes, partnering with AEs on account strategy and role clarity.
Turn post-sales signal into roadmap input, working directly with product and engineering on what customers need to succeed.
Build the playbooks, tooling, and reporting that let your team scale without losing rigor.
Qualifications
6+ years in customer success or post-sales, including direct experience hiring and managing a team and owning retention or utilization targets
Track record managing relationships with VP- and C-level stakeholders at enterprise customers
Strong balance of strategic thinking and operational execution; comfortable moving from an exec QBR to a deployment debug in the same day
Demonstrated ability to drive measurable time-to-value and turn deployments into expansion
Deep empathy for enterprise customers and a passion for helping them succeed
Strong analytical mindset; fluent working with metrics, success criteria, and customer data
Experience in technical or AI-native products; able to speak credibly to current trends and tools
STEM degree or quantitative background preferred
Previous experience in consulting, banking, or similar structured environments is a plus
Be located in or willing to relocate to San Francisco
Benefits
Competitive pay with considerable equity upside
Health Insurance
Apply
To apply, please fill out the application form. We're looking forward to connecting with you!
