VP/Head of Customer Success

01 Mission

• Drive a best-in-class product experience and fast time-to-value, so every account deepens its usage each quarter.
• Own renewals, expansion and net revenue retention as value-led outcomes, so no enterprise renewal is ever a surprise.
• Be a hands-on creative and technical partner, held to the same craft bar as the Creative Technologist: you can train a custom model (a LoRA) live alongside a customer's art lead.
• Inherit and systematize what already works, scaling the founder-led relationship model to many more accounts with playbooks, dashboards and a team.
• Build the customer-success operating system from scratch at a Series A standard, and close the feedback loop into product with a weekly digest.

02 Scope of ownership

Owns

• The post-sale relationship for enterprise and strategic mid-market accounts
• Account health and the early-warning system, built with Revenue Operations
• Renewals and custom-plan handoffs, with Sales and Revenue Operations
• The Knowledge Architect and the Creative Technologist (both direct reports)

Does not own

• Technical support and QA (owned by the Support team)
• Building the CRM and billing infrastructure (Revenue Operations)
• New logos and commercial close (Sales)
• The marketing narrative and campaigns (Marketing)

03 What we look for

• A creative or technical B2B background: game tooling, enterprise creative software or developer tools.
• Hands-on product fluency in a prior role, and experience building a customer-success function from scratch.
• Deeply AI-native: you use creative AI tools daily (Scenario, Midjourney, Runway and the like) and ship small feedback or churn-signal tools live in the interview.
• Billing literacy, references from customers rather than managers, fluent English, and Europe-based.

04 Disqualifiers

• A traditional SaaS success manager built around check-in cadences and generic review decks.
• An account manager with relationships but no technical depth.
• A long success career with no real product fluency.
• Cannot name specific product details of the last tool they worked on.

05 How we hire 2-3 weeks

1. Intro call (30 min)
2. Product session (60 min)
3. Build live (60-90 min)
4. Written POV (Async, 48h)
5. References (Parallel)
6. Founder conversation (45 min)