Builder - Head of Customer Success

The Opportunity:

As our Head of Customer Success, you will own Reevo's entire post-sales function and be accountable for customer activation, time-to-value, product usage/adoption, and retention. Your mandate is simple: ensure customers consistently realize the outcomes they bought Reevo for - and make that repeatable at scale.

You will directly lead and build the full post-sales org, including:

- Onboarding / Activation (Implementation)

- Customer Success Managers (CSMs)

- Technical Account Managers (TAMs)

- Customer Support

You will design the operating model, systems, and metrics that turn implementation into durable adoption, adoption into measurable business outcomes, and outcomes into retention - while partnering closely with Sales / Account Management on renewals and expansion. Customer outcomes aren't a vibe, they are a measurable business function you will run end-to-end.

We care a lot about building a strong in-person culture, and we're very much in build mode. We expect the team to be in our SF office five days a week - that's important to how we operate and scale right now.

Who You Are:

- You are a customer-obsessed business leader who is relentless about activation → adoption → outcomes → retention. You build teams and systems that make time-to-value predictable, product usage durable, and renewals boring.

- You bring deep operational judgment. You know how to scale post-sales organizations that balance structure and flexibility across segments, while holding a high bar for customer experience and execution quality.

- You think systemically and strategically, connecting product usage signals and customer outcomes to product direction, GTM execution, and long-term unit economics.

- You are an exceptional communicator and influencer- trusted by executives, product leaders, and customers to navigate complexity, drive alignment, and make high-quality decisions.

- You thrive in high-ambiguity environments, bringing clarity, momentum, and calm as the organization scales.

What You'll Do:

- Own Customer Activation, Time-to-Value, Adoption, and Retention

- Define and drive the strategy for customer activation and time-to-value, ensuring every customer reaches meaningful "first value" quickly and reliably.

- Establish adoption and usage as leading indicators of customer health, retention, and expansion - then operationalize the playbooks to move those levers.

- Run and Scale the Post-Sales Organization

- Own the strategy, structure, and execution across Onboarding/Activation, CSM, TAMs, and Customer Support.

- Operate post-sales as a core business function with clear accountability for retention outcomes and customer value realization.

- Build Leaders and Talent Density

- Recruit, develop, and retain exceptional leaders and ICs across post-sales functions.

- Set a high bar for ownership and performance; build a leadership bench that scales with the company.

- Design the Customer Success Operating System

- Build the full CS machine: onboarding frameworks, success plans, outcome tracking, health scoring, executive engagement cadences, escalation protocols, renewal readiness, and QBR/EBR standards.

- Ensure a consistent, segment-aware customer experience - from the first week through renewal.

- Operationalize Product Usage Into Measurable Outcomes

- Define what "success" means by customer profile and translate it into measurable signals: activation milestones, key workflows adopted, time-to-value, engagement depth, and business outcomes.

- Create proactive risk detection and intervention motions using product signals + qualitative inputs.

- Own Retention and Renewal Readiness (and Partner on Expansion)

- Be directly accountable for retention; ensure customers recognize and realize Reevo's value and renew with confidence.

- Partner with Sales / Account Management on expansion by making adoption and customer outcomes the foundation for growth.

- Create Executive-Level Visibility

- Establish operating cadences (weekly/monthly/quarterly) that drive accountability and fast decision-making.

What You Bring:

- 10+ years of experience in Customer Success, Implementation/Professional Services, Support, or Post-Sales Leadership within B2B SaaS or enterprise software

- Proven experience leading multi-function post-sales organizations, including Onboarding/Implementation and Support, and ideally technical post-sales roles (SA/TAM)

- Demonstrated success improving activation, time-to-value, adoption/usage, and retention through scalable systems and great teams

- Strong background in operating model design, process improvement, and leadership development

- Experience partnering closely with Sales, Product, and Engineering in high-growth environments

- Exceptional executive communication and stakeholder management skills

- High EQ, strong judgment, and a bias toward