About the roleMintlify is hiring a Head of Digital Customer Success to own retention and expansion across our Digital and Self-Serve segments: the long tail of customers without a dedicated CSM.
This is a builder role. You'll design and run the systems (segmentation, health signals, automated and human-led interventions) that keep thousands of customers successful at scale, and you'll own the number that proves it: gross revenue retention (GRR). You'll use AI as a core part of how you build, not a side project.
Early on, you'll also be hands-on with customers: getting on calls, learning why accounts churn, and turning those conversations into programs. This role is a senior individual leader with a deliberately lean footprint; you should be excited to drive outsized impact through systems rather than by building a large team.
- Team: Customer Success
- Reports to: Ben Terrill, Head of Customer Success
- Location: San Francisco, in office five days a week
- Type: Full-time
What you'll do- Own GRR for the long tail. Establish the baseline in your first 30 days, set targets with leadership, and be accountable for moving it.
- Build the metrics foundation. Define segments, health scores, and leading indicators of churn and expansion using Salesforce, Plain, Wavelength and product data.
- Design intervention frameworks. Decide which signals trigger which response (automated, AI-assisted or human) and build the playbooks behind each.
- Build with AI. Use Claude and other AI tools to create workflows, agents and automations that scale your reach without scaling headcount.
- Talk to customers. Personally run save calls, check-ins and escalations while programs are being built, and use what you learn to improve them.
- Surface expansion. Identify expansion opportunities in the long tail and hand them off cleanly to the right AE.
- Partner cross-functionally. Work with Marketing on customer-focused lifecycle programs, and with Support, Sales and Product to close the loop on churn drivers.
- Shape the future team. As programs prove value, help decide how human coverage scales, whether through a small team of your own or by leveraging Support.
What we're looking for- 6+ years in customer success, with meaningful experience building digital or scaled CS programs for a high-volume, low-touch customer base.
- Management experience, and a preference for leverage through systems over a large team.
- A track record of owning a retention number (GRR, NRR or logo churn) and moving it.
- Experience building metrics and health scoring from imperfect data.
- Experience designing intervention frameworks that combine automation, AI and human touch.
- Real examples of using AI to build systems you've shipped. You don't need to be an engineer, but you should be fluent building with AI tools.
- Strong ownership and self-direction: you find the problem, frame it and solve it without waiting for a roadmap.
- Comfort being hands-on with customers, including on the phone.
Nice to have- Experience at a developer-tools, PLG or usage-based SaaS company.
- Hands-on Salesforce experience (reports, dashboards, flows).
- Experience partnering with Marketing on lifecycle or customer marketing programs.
What success looks like- 30 days: Learn the product and customer base. Establish a GRR and logo-churn baseline for the $0-$50K segment. Map existing data across Salesforce, Plain and Wavelength. Talk to at least 20 long-tail customers, including recently churned accounts.
- 60 days: Ship a first version of segmentation and a health score. Launch the first interventions targeting the largest churn drivers. Define the expansion handoff process with Sales.
- 90 days: Interventions are live and showing a measurable positive impact on logo churn. GRR targets agreed with leadership. A clear point of view on how human coverage should scale.
- First year: GRR measurably improved against baseline, a repeatable intervention engine running largely on automation and AI, and a steady flow of qualified expansion opportunities to Sales.
Company Benefits:- Competitive compensation and equity
- 20 days paid time off every year
- 401k with Employer Match
- monthly wellness stipend
- 100% employee coverage for Health, Dental, Vision
- Commute stipend to help get you to and from work
- Free lunch and dinners
- Annual team offsite (previously went to Alaska, Hawaii, Jackson Hole)
