Head of Customer Success

DevRev

DevRev’s AgentOS, purpose-built for SaaS companies, comprises three modern CRM apps for support, product, and growth teams. It connects end users, sellers, support, product people, and developers, reducing 9 business apps and converging 6 teams onto a common platform.

Unlike horizontal CRMs, DevRev takes a blank canvas approach to collaboration, AI, and analytics, enabling SaaS companies to increase product velocity and reduce customer churn. DevRev is used by thousands of companies in search of low latency analytics and customizable LLMs to thrive in this era of GenAI.

Headquartered in Palo Alto, California, DevRev has offices in seven global locations. We have raised $100 million in funding from investors like Khosla Ventures and Mayfield at a $1.1 billion valuation. We are also honored to be named on the Forbes 2024 list of America’s Best Startup Employers. Founded in October 2020 by Dheeraj Pandey, former co-founder and CEO of Nutanix, and Manoj Agarwal, former SVP of Engineering at Nutanix, DevRev continues to push the boundaries of innovation, helping thousands of companies thrive in the rapidly evolving landscape of AI-driven SaaS.

Head of Customer Success

Location: Palo Alto, CA, USA

We’re looking for an experienced and passionate Customer Success leader who can operate at both strategic and tactical levels. You’ll set the vision and strategy for Customer Success globally, lead a high-caliber team, and be a key voice across the company, influencing product, go-to-market, and support decisions. You will be expected to elevate customer experience through data, urgency, and trust-building, ensuring customers see meaningful outcomes from day one through long-term partnership.

You will thrive here if you’re action-oriented, data-driven, and relentless about earning customer trust, even in difficult situations.

What You'll Do

• Set and scale the global Customer Success vision, strategy, and operating model aligned with company growth, especially in the enterprise space.


• Lead and grow a team of CSMs, coaches, and strategic customer partners across multiple geographies and customer segments.


• Drive urgency and action across the team to resolve customer challenges, accelerate value realization, and exceed adoption and retention goals.


• Establish playbooks for onboarding, success planning, renewal, and expansion that are agile enough to serve both fast-moving startups and complex enterprises.


• Use data rigorously to manage team performance, customer health, and risk, and proactively solve churn or adoption blockers.


• Champion the voice of the customer in product and GTM decisions. Collaborate tightly with Product, Engineering, Support, and Sales.


• Navigate complexity and lead through ambiguity with clarity, urgency, and trust—especially in high-pressure customer situations - by establishing frameworks and metrics for accountability.


• Foster a customer-first culture across the organization that prizes ownership, responsiveness, and excellence. Promote deep understanding of customer organization, including how to engage with end-users, build champions, and drive grassroots product advocacy that scales.

About You

• 10+ years of experience in Customer Success, Account Management, or Professional Services, with 4+ years leading teams in high-growth SaaS environments.


• Proven track record of building and scaling CS teams that serve enterprise and technical audiences.


• Deep understanding of SaaS metrics and a data-first approach to decision-making and performance management.


• You lead from the front—balancing strategic thinking with a bias for action and a hands-on approach when needed.


• Excellent cross-functional collaborator who can influence without authority and drive outcomes across Product, Sales, and Support.


• Comfortable in ambiguity and energized by fast growth, high expectations, and big opportunity.


• Experience supporting customers in technical domains such as DevOps, AI, or APIs is a strong plus.

Compensation: The base salary range for this position is $165k+ in addition to equity. This range represents the expected base pay for this role. Actual compensation will be determined based on factors such as experience, skills, and location.

Culture

The foundation of DevRev is its culture -- our commitment to those who are hungry, humble, honest, and who act with heart. Our vision is to help build the earth’s most customer-centric companies. Our mission is to leverage design, data engineering, and machine intelligence to empower engineers to embrace their customers.

That is DevRev!