RVP, Digital CSM
On-siteSan Francisco, California, United States
Job Summary
Build the digital customer success function from the ground up, designing an operating model for scaled, one-to-many coverage using pooled CSMs and automation. Own activation and onboarding by shipping self-serve onboarding, lifecycle communications, and in-product nudges that drive first value without manual touch. Drive retention and expansion by managing adoption, health, GRR/NRR, and product-led growth across the self-serve and usage-based segments. Establish automated, signal-driven engagement through health scoring, usage metrics, and behavior-based lifecycle plays triggered by in-app events. Leverage AI to extend team reach and partner cross-functionally with Product, Growth, RevOps, and Sales to deliver a seamless experience. Hire and lead a team of Regional Directors and CSMs, establishing performance management and career growth frameworks.
Required Qualifications
- Built or scaled a digital / tech-touch / one-to-many customer success function
- pooled coverage
- automation- and lifecycle-driven
- serving a large customer base
- Developer-tools / technical-software domain experience
- credibility with a developer/technical audience
- understanding of their buying/adoption patterns
- Leader of leaders
- proven experience hiring, developing, and managing managers/directors at scale
- high talent bar
- Fluency with the scaled-CS toolkit
- health-scoring design
- usage-based signals
- CS/automation tooling
- PLG expansion motions
- comfortable owning GRR/NRR
- Strong understanding of software development lifecycles
- engineering org structures
- AI-enabled developer tooling
- Executive presence and communication
- credible with developers
- credible with VP/CTO/CFO-level stakeholders
- value
- High-agency, scrappy operator
- thrives in fast-moving, ambiguous, high-growth environments
- builds in motion
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