Head of Post Sales - Common Room

You will lead the entire post-sale customer organization, owning outcomes across a large, complex ARR portfolio that includes our highest-value Enterprise accounts. Reporting to the Head of Revenue, you will be accountable for retention, expansion, and transforming Customer Success into a measurable revenue engine. This is a role where you will shape how we deliver value to customers, from implementation through renewal and growth, while building and scaling the teams and systems that make it all work. You will bring operational rigor, a growth mindset, and a genuine curiosity for deploying AI-enabled tools to scale customer engagement without scaling headcount proportionally.

About the Team

Our Post Sales organization spans Customer Success, Support, Implementation, and Account Management, and works at the intersection of customer value and revenue growth. We collaborate across Product, Sales, Marketing, and Executive Leadership to amplify the customer voice and turn insights into measurable business outcomes. Together, we are building the operating model for how modern companies retain and expand their most important relationships.

Responsibilities

• You will own customer outcomes across the full portfolio, including direct strategic oversight of the Enterprise segment and executive sponsorship of top-tier accounts.
• You will drive Gross Revenue Retention improvement across Enterprise and broader customer segments through proactive risk management, health scoring, and renewal strategy.
• You will build and scale a Customer Success-sourced pipeline motion, turning post-sale engagement into a quantifiable growth contributor connected to expansion revenue.
• You will lead and develop a team of managers and individual contributors across Success, Support, Implementation, and Account Management, promoting from within and expanding coverage as the business grows.
• You will design and implement a unified customer operating model with common health scoring, risk identification, renewal readiness, and growth frameworks across the full customer lifecycle.
• You will identify and deploy AI-enabled tools (support automation, self-service, knowledge delivery) to increase organizational scale while preserving high-touch engagement for strategic accounts.
• You will build a company-wide Voice of Customer feedback loop connecting Customer Success, Product, Revenue, and Executive Leadership to inform roadmap and account strategy.
• You will own budget planning, technology investment, workforce planning, and capacity modeling, along with executive reporting frameworks that improve visibility into health, risk, adoption, and forecast accuracy.

• 10+ years of experience in Customer Success, Customer Growth, or related revenue leadership roles within B2B SaaS, with demonstrated people-management experience at scale.
• Proven experience owning a large (8-figure or greater) ARR portfolio, including Enterprise accounts with Fortune 500 customers.
• Track record of measurably improving Gross Revenue Retention and building Customer Success into a pipeline-generating function.
• Experience designing and operating unified customer lifecycle models, including health scoring, risk management, renewal strategy, and expansion frameworks.
• Working knowledge of modern CS and RevOps tooling (for example, Salesforce, Gainsight, Totango, Gong, HubSpot, or similar platforms).
• Demonstrated ability to apply AI and automation to scale support and customer engagement functions.
• Experience with budget ownership, workforce planning, and capacity modeling across customer-facing organizations.