Head of Customer Success

Location: San Francisco, United States
Work arrangement: On-site

Salary: $195,000–$265,000 per year, plus equity

Company

Flow is a systems engineering platform that helps hardware teams connect requirements, interfaces, tests, and design decisions in one live system.

What you will do

• Carry a book of SMB, mid-market, and enterprise accounts through deployments, adoption, and renewals.
• Lead end-to-end migrations from legacy tools and spreadsheets into Flow.
• Configure the platform around customer programs and redesign workflows to drive organizational adoption.
• Define the deployment methodology, phased rollout approach, adoption measurement, and usage-based health scoring.
• Design coverage models for enterprise, mid-market, and SMB customers.
• Stand up the support function, develop the inherited team, and scale it to more than 10 people.

Requirements

• Experience leading customer deployments and post-sale adoption for complex products.
• Ability to own renewals end to end and manage expansion signals with the account executive team.
• Experience developing customer success processes, support operations, and escalation paths into engineering.
• Ability to operate as a player-coach while carrying a personal book of accounts.
• Experience assessing, developing, hiring, and scaling a customer-facing team.
• Ability to work on-site in San Francisco.

Culture & Benefits

• Equity included in the compensation package.
• Methodology is expected to be developed from customer work and first principles.
• Opportunity to shape the customer success organization and its operating model during rapid growth.