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/qua