Customer Success Leader

About the Company

Rox is building the world's first revenue operating system, using autonomous revenue agents to automate manual tasks for sellers. Backed by Sequoia and General Catalyst, Rox empowers Global 2000 leaders and AI winners to transform their revenue stack through agentic workflows.

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, including pre-kickoff runbooks and Mutual Action Plans
• Establish weekly operating cadences including standups, office hours, and metrics reviews
• Diagnose utilization variance and intervene to prevent account stalling
• Run expansion and renewal motions in partnership with Account Executives
• Translate post-sales signals into product and engineering roadmap inputs
• Build playbooks, tooling, and reporting to scale the success function

Requirements

• 6+ years in customer success or post-sales
• Experience hiring and managing a team and owning retention/utilization targets
• Track record managing VP- and C-level stakeholders at enterprise customers
• Ability to balance strategic thinking with operational execution
• Demonstrated ability to drive measurable time-to-value
• Strong analytical mindset fluent in metrics and customer data
• Experience with technical or AI-native products
• Located in or willing to relocate to San Francisco

Preferred Qualifications

• STEM degree or quantitative background
• Previous experience in consulting, banking, or similar structured environments