RVP, Digital CSM

About the role

Cursor is building tools to automate coding through research, design, and engineering. We are looking for a founding leader to establish our digital customer success function and manage our scaled, tech-touch strategy for a large self-serve user base. The hire will own the end-to-end design and execution of a digital-first customer success operation, translating product value into automated user journeys. This role requires ownership of key operational metrics such as GRR and NRR within a usage-based, self-serve segment. The individual will architect signal-driven engagement models that leverage automated workflows rather than manual account management. Close collaboration with Product, Engineering, and Data teams is essential to ensure that engagement logic is embedded into the core product roadmap. The leader will also define the frameworks for account health and activation that govern how value is measured and communicated at scale.

Key facts

What you'll do

• Design and launch the digital CS operating model, focusing on one-to-many coverage and automated workflows rather than individual account management.
• Develop self-serve onboarding processes, lifecycle messaging, and in-product prompts to drive users to value.
• Manage GRR, NRR, and overall account health across our usage-based and self-serve segments.
• Create signal-driven engagement systems that trigger automated outreach based on usage data, such as seat utilization or token trends.
• Integrate AI into engagement strategies to extend team reach and collaborate with Product to determine which features should be built into the core tool.
• Establish definitions for account health and activation, working with Data and RevOps to build reporting and experimentation frameworks.
• Utilize community channels like Slack and forums as scalable support and engagement layers.
• Coordinate with Product, Engineering, Marketing, Growth, and Sales to align on expansion and user experience.
• Recruit and mentor a team of Regional Directors and CSMs.
• Analyze behavioral data to identify friction points and opportunities for automated interventions in the user journey.
• Build playbooks for automated outreach that balance guidance with discovery, ensuring users unlock advanced product capabilities.
• Partner with Data to instrument events that reflect progression from new user to activated, retained, and expanded customer.
• Define and iterate on engagement cadence rules based on product usage thresholds and lifecycle stage.
• Act as the primary interface between the scaled digital success team and cross-functional stakeholders to align on priorities.

Requirements

• Experience building or scaling a digital, tech-touch, or one-to-many customer success function for a large user base.
• Background in developer tools or technical software with an understanding of how developers adopt and purchase technology.
• Proven track record of hiring and managing managers or directors.
• Proficiency with scaled CS tools, including health scoring, usage signals, and PLG expansion motions.
• Familiarity with software development lifecycycles, engineering team structures, and AI-based developer tools.
• Ability to communicate effectively with both technical users and executive stakeholders.
• High-agency approach to operating in fast-paced, ambiguous environments.

Skills & tools

• Health-scoring design
• Usage-based signal analysis
• CS automation tooling
• PLG expansion strategies
• Data instrumentation and reporting
• Team management and leadership

Practical notes

• FullTime based in San Francisco.
• This role reports to the RVP, Digital CSM.
• Compensation is commensurate with experience and will be reviewed during the hiring process.
• No relocation assistance is provided for this role.
• The selected candidate is expected to work in the San Francisco office full-time.
• Candidates must be authorized to work in the United States without sponsorship for this position.
• Travel is not required for this role.
• This position is not eligible for visa sponsorship.
• Interested candidates should apply promptly as the search timeline is compressed.

About the company

Built to make you extraordinarily productive, Cursor is the best way to build software with AI.