Head of Customer Success
洛克星正在招募全球领先的企业停车 SaaS 平台，由谷歌，OpenAI,Netflix,Riot Games,Uber,Novartis 等全球创新者信任。该公司通过将停车场，电动汽车充电和其他工作场所运输体验集成在一起来改变员工如何到职位。它支持世界各地复杂的企业计划，帮助客户更好地利用其基础设施，同时为员工创造更简单的体验。位置：远程在美国或加拿大，优先考虑位于东部或中央时间区的候选人。角色 公司正在聘请客户成功负责人来领导其全球客户成功和支持功能。这是对 COO 进行报告的实践性，高影响力角色，并担任该公司领导团队的一个关键成员。客户成功的负责人将拥有公司最重要的客户关系，保留性能，客户宣传以及整个业务中客户声音。他们还将领导和发展他们的10名客户成功，实施和支持专业人员的团队，建立必要的流程和游戏册以支持公司持续增长。·与公司最大和最具战略性的客户建立可信任的，高管层面关系 · 保持100%的顶级客户参考性，包括谷歌，OpenAI,UCSF 健康，优步和 Netflix 等组织 · 拥有整个投资组合的总收入保留和净收入保留，保证公司的 NRR 记录远超过100%和最高水平的 GRR ·制定明确的客户成功计划，提前确定风险和机会，并与商业团队合作支持更新和扩张 2) 客户自己的声音 ·加强如何收集，巩固和优先考虑客户反 ·将客户需求转化为产品和工程的明确可操作见解 ·与产品管理合作伙伴影响改善客户结果，保留和满意度的路线图决策 3) 团队领导 · 领导，指导和发展公司全球客户成功和支持团队 · 建立清晰的期望，绩效标准和职业发展 ·构建需要扩大功能的团队结构和招聘计划。
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Rockstar is recruiting for the world’s leading enterprise parking SaaS platform, trusted by global innovators including Google, OpenAI, Netflix, Riot Games, Uber, Novartis, and more. The company transforms how employees arrive at work by bringing parking, EV charging, and other workplace transportation experiences together in one intelligent platform. It supports complex enterprise programs around the world, helping customers make better use of their infrastructure while creating a simpler experience for employees.
Location: Remote within the United States or Canada, with a preference for candidates based in the Eastern or Central time zones
The Role
The company is hiring a Head of Customer Success to lead their global Customer Success and Support function.
This is a hands-on, high-impact role reporting to the COO and serving as a key member of the company’s leadership team. The Head of Customer Success will own the company’s most important customer relationships, retention performance, customer advocacy, and the voice of the customer across the business.
They will also lead and develop their team of 10 Customer Success, Implementation, and Support professionals, building the processes and playbooks needed to support the company’s continued growth.
Key Outcomes You Will Own
1) Customer Relationships, Retention and Advocacy
- Build trusted, executive-level relationships with the company’s largest and most strategic customers
- Maintain 100% referenceability across top customers, including organizations such as Google, OpenAI, UCSF Health, Uber, and Netflix
- Own portfolio-wide Gross Revenue Retention and Net Revenue Retention, preserving the company’s track record of NRR well above 100% and top-decile GRR
- Develop clear customer success plans, identify risks and opportunities early, and partner with the commercial team to support renewals and expansion
2) Voice of the Customer
- Own and strengthen how customer feedback is gathered, consolidated, and prioritized across the company
- Translate customer needs into clear, actionable insights for Product and Engineering
- Partner with Product Management to influence roadmap decisions that improve customer outcomes, retention, and satisfaction
3) Team Leadership
- Lead, mentor, and develop the company’s global Customer Success and Support team
- Establish clear expectations, performance standards, and career development
- Build the team structure and hiring plan required to scale the function over time
4) Scalable Customer Operations
- Develop playbooks, workflows, and resources that standardize best practices across the customer lifecycle
- Support complex global rollouts by helping teams coordinate effectively across customer stakeholders and the company’s Product, Engineering, and commercial functions
- Strengthen account planning, customer health, risk management, escalation, support, and executive engagement processes
5) Executive Reporting
- Provide regular reporting to the executive team on customer health, retention, advocacy, support performance, risks, and growth opportunities
- Translate customer and operational data into clear insights and recommended actions
What You Bring
Must-Have
- Experience supporting the largest enterprise customers and Fortune 500s
- 10+ years in Customer Success supporting a tech product
- Strong organizational skills and the ability to manage multiple workstreams in a fast-paced environment
- Excellent verbal and written communication skills with C-level stakeholders
- Comfort working with Product Management, and driving the opinion of CS on what customers need to be successful
- Familiarity with Transportation, Parking, or Workplace tech
- Remote work, supporting the time range of Pacific Coast US to East Coast US time
What the Company Offers
- Meaningful leadership influence: Serve as a key member of the leadership team, with direct access to the executive team and genuine influence over company direction
- Exceptional customers: Work closely with some of the world’s most innovative organizations, including OpenAI, Google, Netflix, Riot Games, Uber, and Novartis
- Product influence: Play a central role in shaping a product used to solve complex workplace and transportation challenges at global scale
- Competitive compensation: Competitive salary, equity participation, and benefits
- Remote flexibility: Work remotely without relocating
- Career growth: Build and scale a global Customer Success function within a growing enterprise SaaS company
- An incredible team: Join a values-driven company with talented teammates who care deeply about their customers and each other
Originally posted on Himalayas