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About the Role
We’re hiring a Head of Customer Success to own and scale the Customer Success function at North. This is a hands-on leadership role for someone who can operate at both the strategic and tactical level. You’ll own the customer journey after the sale—from onboarding and adoption through value realization, renewal, and expansion—while building the systems, processes, and team that allow us to scale. You’ll lead our Customer Success team and partner closely with Sales, Engineering, Product, and executive leadership. You'll also remain close to our most strategic customers, helping engineering, finance, and FinOps leaders understand their cloud spend, realize measurable savings, and confidently adopt more automation. The goal is straightforward: make North indispensable to our customers and build a world-class Customer Success organization around that value.
Responsibilities
- Own the Customer Success function, setting strategy, operating cadence, priorities, and standards.
- Own retention and customer health, establishing clear KPIs.
- Create repeatable processes across onboarding, implementation, adoption, QBRs, renewals, expansion, and executive engagement.
- Lead and develop the CS team, determining organizational evolution.
- Personally own or remain deeply involved with strategic accounts and executive relationships.
- Ensure customers understand the savings, ROI, and operational impact North is delivering.
- Develop strategies to help customers confidently adopt North's automation capabilities.
- Create dashboards, health scoring, forecasting, risk identification, and reporting.
- Build a predictable renewal motion, identify risk early, and partner with Sales on expansion opportunities.
- Establish a strong feedback loop between customers, CS, Product, and Engineering.
- Turn what works with individual customers into repeatable processes.
- Bring customer needs, patterns, risks, and opportunities into company-level decision making.
Requirements
- 7+ years of experience in Customer Success, Technical Account Management, Solutions, or another relevant post-sale function.
- Experience leading a Customer Success team or building a CS function in a high-growth environment.
- Track record owning retention, renewals, adoption, expansion, and customer health at the portfolio or company level.
- Experience supporting enterprise or technically sophisticated customers.
- Strong understanding of FinOps, cloud infrastructure, DevOps, or infrastructure-heavy SaaS.
- Comfortable working with AWS, GCP, and/or Azure concepts.
- Highly data-driven, using metrics to understand customer behavior and make decisions.
- Strong executive presence and ability to build relationships with CTOs, engineering leaders, finance leaders, and FinOps teams.
- Excellent at translating technical products and complex datasets into clear business value.
- Experience building processes and systems from 0→1 and then scaling them.
- Willing to be hands-on, join customer calls, investigate data, handle escalations, and build initial processes.
- Strong cross-functional operator who can work closely with Sales, Engineering, Product, and company leadership.
- Based in the New York City area and comfortable working from our Dumbo office multiple days per week.
Skills
- FinOps
- Cloud infrastructure
- DevOps
- Infrastructure-heavy SaaS
- AWS
- GCP
- Azure
- Data analysis
- Executive relationship building
- Technical product translation
- Process building
- System scaling
- Cross-functional collaboration
- Salesforce
- HubSpot
- Gainsight
- Looker
- Tableau
- Metabase
- BigQuery
- Snowflake
Location
- New York City
- Dumbo, Brooklyn
Work Type
- Hybrid
Experience Level
- 7+ years
Benefits
- Unlimited PTO
- 16-week fully paid parental leave (20 weeks at 50% for mothers)
- Company-wide breaks: last week of August & Dec 23–Jan 3
- Medical PPO Plan with majority of the premium covered by North
- 30-day sabbatical every 4 years
About the Company
- North is a company focused on helping engineering, finance, and FinOps leaders understand their cloud spend, realize measurable savings, and confidently adopt more automation.