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 [... source excerpt omitted ...] lexibility 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 activat [... source excerpt omitted ...] rationalize 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 s