RVP, Customer Success, Strategic & Geo Enterprise

About the role

Cursor is at the forefront of revolutionizing software development through innovative research and engineering. We are on the lookout for a pioneering leader to spearhead our Customer Success division in the Americas. This role is crucial in transitioning our product-led growth approach into a structured and scalable enterprise engine that will drive our success in the market.

Key facts

What you'll do

• Lead the recruitment and development of Regional Directors and AI Deployment Managers to ensure comprehensive coverage across the East and West regions in the Americas.
• Oversee retention and expansion metrics such as Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) for both Strategic accounts (with 751+ engineers) and Geo accounts (with 251-750 engineers).
• Design and implement scalable, efficient processes for deployment and account management that align with our developer-centric culture.
• Act as the main escalation point for high-stakes enterprise relationships, ensuring executive alignment and satisfaction.
• Set benchmarks for rollout strategies, success planning, and business reviews that focus on quantifiable engineering outcomes.
• Collaborate closely with Sales, Field Engineering, and Solutions Architecture teams to facilitate technical growth and expansion.
• Advocate for the customer's perspective within internal Product and Engineering teams to influence the product roadmap effectively.
• Develop and maintain strong relationships with key stakeholders to ensure alignment on customer success initiatives and objectives.
• Analyze customer feedback and data to drive continuous improvement in our service offerings and customer engagement strategies.
• Foster a culture of accountability and performance within the Customer Success team, ensuring that all members are aligned with the company's goals.
• Create and manage a comprehensive training program for new hires within the Customer Success organization to ensure consistency and quality of service.
• Monitor industry trends and competitive landscape to inform strategy and maintain Cursor's leadership position in the market.

Requirements

• A minimum of 10 years of experience in customer success, technical account management, or post-sales leadership roles within the enterprise software sector.
• At least 5 years of experience in managing leaders who supervise other managers and directors, demonstrating strong leadership capabilities.
• Profound understanding of software development lifecycles, AI-driven developer tools, and consumption-based business models.
• Proven track record in managing NRR and GRR metrics at a regional or segment level, showcasing your ability to drive customer retention and growth.
• Exceptional communication skills, with the ability to engage effectively with both technical developers and C-suite executives.
• A proactive approach to team building and strategic development in dynamic, fast-paced environments, demonstrating agility and adaptability.

Nice to have

• Experience with enterprise software customer success strategies, particularly in transitioning from Product-Led Growth (PLG) to Sales-Led Growth (SLG).
• Familiarity with AI-enabled developer tooling and its application in enhancing customer success.
• Knowledge of engineering organization structures and how they influence customer engagement and success.
• Understanding of token economics and its relevance in the software industry.
• Previous experience in team building and performance management within a high-growth technology company.

Skills & tools

• Expertise in enterprise software customer success strategies.
• Proficiency in managing transitions from PLG to SLG.
• Familiarity with AI-enabled developer tools and their impact on customer success.
• Understanding of engineering organization structures and their role in customer engagement.
• Knowledge of token economics and its implications for software development.
• Strong skills in team building and performance management.

Practical notes

This position requires a dynamic leader who can function as both a strategist and a hands-on contributor while establishing the management framework from the ground up. You will play a role in crafting the playbook for enterprise adoption within a flat, talent-rich organization, ensuring that our customer success initiatives are not only effective but also aligned with our broader business objectives. Your ability to navigate ambiguity and drive results will be essential in this high-impact role.