Head of Customer Success, Support and Professional Services

35 minutes ago
Full-time
Senior
Customer and Technical Support

Rockstar

Rockstar is a platform that connects top talent with companies, helping individuals land roles that accelerate their careers. They focus on roles that offer competitive cash and the opportunity to impact the trajectory of the business.

Professional Services
1-10

Description

  • Lead three post-sale functions and manage a team of seven across Customer Success, Technical Support, and Professional Services.
  • Own a personal customer portfolio covering onboarding, adoption, renewals, and expansion.
  • Manage renewal pipelines, retention targets, churn prevention, strategic accounts, and paid-services expansion.
  • Run tiered technical support operations, including SLAs, backlog, CSAT, ticket throughput, and engineering escalations.
  • Oversee implementation, training, data migration, configuration, quoting, utilization, and delivery of professional services.
  • Hire, coach, retain, and develop employees while establishing career paths and documenting operational knowledge.
  • Build and maintain post-sale systems, cross-functional workflows, and KPI reporting across HubSpot, Zendesk, and support tools.
  • Develop and implement AI automations across onboarding, support, renewals, quoting, account health, and service delivery.
  • Represent the post-sale organization in executive leadership and operating cadences.

Requirements

  • 5+ years of post-sale leadership experience in B2B SaaS, including management of multiple functions or managers.
  • Proven experience hiring, coaching, performance-managing, and retaining teams, including managers.
  • Experience owning renewal, gross retention, or net revenue retention targets.
  • Experience operating technical support teams with tiers, SLAs, queues, and escalation paths.
  • Experience scoping and managing billable implementation or training services, including utilization and margin.
  • Fluency with a modern CRM, preferably HubSpot, and a ticketing platform such as Zendesk.
  • Willingness to operate as a player-coach by managing accounts, handling escalations, and working in operational queues.
  • Demonstrated ability to design and deploy AI workflows or automations and enable teams to use them.
  • Experience with vertical SaaS, GovTech, municipal procurement, or international customer bases is preferred.
  • Exposure to GIS, geospatial data, urban forestry, arboriculture, SQL, QGIS, or ArcGIS is preferred.

Benefits

  • Remote position with approximately 5–10% travel for key customers and industry conferences.
  • Flexible work hours.
  • Company-provided laptop and reimbursement for other eligible expenses.
  • Supportive and inclusive work culture.
  • Opportunity to contribute to environmental and urban-community outcomes.

Interested in this position?

Apply directly on the company website

Apply Now

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