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About the Role
As a Customer Success Leader at Rox, you'll own the post-sales motion for AI Natives and Enterprise segments, focusing on customer deployment, value realization, and expansion. You will build and lead a team of customer success managers, establishing operational cadences and frameworks to ensure customer success and retention.
Responsibilities
- Own net revenue retention, gross retention, and product utilization across the AI Natives and Enterprise segment.
- Hire, develop, and lead a team of customer success managers.
- Drive the onboarding model for your segment, ensuring customers own their configuration and reach a live daily-cadence workflow within the first month.
- Establish the weekly operating cadence with customers and internally.
- Diagnose utilization variance across accounts and intervene before accounts stall.
- Run expansion and renewal motions grounded in demonstrated outcomes.
- Turn post-sales signal into roadmap input, working with product and engineering.
- Build the playbooks, tooling, and reporting that allow the team to scale.
Requirements
- 6+ years in customer success or post-sales.
- Direct experience hiring and managing a team.
- Experience owning retention or utilization targets.
- Track record managing relationships with VP- and C-level stakeholders at enterprise customers.
- Strong balance of strategic thinking and operational execution.
- Demonstrated ability to drive measurable time-to-value and turn deployments into expansion.
- Deep empathy for enterprise customers and a passion for helping them succeed.
- Strong analytical mindset; fluent working with metrics, success criteria, and customer data.
- Experience in technical or AI-native products.
- Previous experience in consulting, banking, or similar structured environments is a plus.
- Be located in or willing to relocate to San Francisco.
Skills
- Customer Success
- Post-sales
- Team Management
- Retention
- Utilization Targets
- Stakeholder Management
- Strategic Thinking
- Operational Execution
- Time-to-Value
- Analytical Mindset
- Metrics
- Success Criteria
- Customer Data
- Technical Products
- AI-Native Products
Location
- San Francisco
Work Type
- Onsite
Experience Level
- 6+ years
Education Level
- STEM degree or quantitative background preferred
Benefits
- Competitive pay with considerable equity upside
- Health Insurance
About the Company
- Rox believes in empowering people to do their best work.
- Our platform supercharges sellers with autonomous revenue agents.
- We are reimagining the revenue stack by building the world's first revenue operating system.
- Rox powers Global 2000 leaders in banking, hardware, construction, and sovereign AI.
- We are backed by Sequoia, General Catalyst, Google Ventures, Elad Gil, and Chris Ré.