Head of Customer Success
TypeFull-time job
LocationUnited States
Posted2 hours ago
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
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
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