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 i