[Hiring] Head of Customer Success, Support and Professional Services @Rockstar

Role Description

The company is hiring their first unified leader for the entire post-sale customer experience. You will own three teams (Customer Success, Technical Support, and Professional Services) and be accountable for everything that happens after a deal closes:

• Onboarding and training
• Adoption
• Support
• Implementation and paid services delivery
• Renewals
• Expansion

This is a people-management role first. You will lead a team of seven (two Customer Success Managers as direct reports plus a five-person Support and Professional Services team) and you own hiring, coaching, performance, and career development across all three functions.

It is also a player-coach seat in the most literal sense: you will carry a working book of business of your own, deliberately smaller than a standard CSM load, because the fastest way to lead this org well is to learn their customers, renewal mechanics, and delivery processes firsthand, not from a dashboard.

You will carry their net revenue retention and gross retention numbers, and you will also run the day-to-day engine, a tiered technical support operation, an implementation and training practice, and a renewal pipeline that serves both a public-sector and private-sector customer base. You will set strategy at the leadership table and get your hands dirty in the queue, the pipeline, and customer escalations in the same week.

Qualifications

• 5+ years in post-sale leadership at a B2B SaaS company
• Proven people management experience
• Experience owning a renewal or NRR number
• Experience running a technical support operation
• Experience in scoping, utilization, and margin on billable implementation or training work
• Fluency with a modern CRM (HubSpot strongly preferred) and a ticketing platform (Zendesk or similar)
• Ability to build systems and processes while also owning accounts
• Experience designing workflows or automations with AI

Requirements

• Must have vertical SaaS or GovTech experience selling into municipalities
• International experience with customer bases (UK, Australia/NZ)
• Domain exposure in GIS/geospatial, urban forestry, or adjacent domains
• Familiarity with public-sector procurement and budget cycles
• Experience with EOS/L10-style operating cadences

Benefits

• Location: Remote with travel roughly 5-10% for key customers and industry conferences
• Compensation: $130,000-140,000 base commensurate with experience; OTE: $145,000-160,000
• Company 401(k) with employer match
• Comprehensive health, dental, and vision insurance
• HSA and unlimited paid time off
• Laptop provided by the company and other reimbursable expenses
• Flexible work hours and a supportive, inclusive work culture
• Opportunity to make a positive impact on the environment and urban communities
• Pay schedule: every other week through direct deposit