[Hiring] Head of Customer Success @Rockstar

Role Description

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

• 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.
• 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.
• 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.
• 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.
• 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.

Qualifications

• 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.

Benefits

• 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.