Head of Customer Success

Palo Alto, California, United States

DevRev

At DevRev, we’re building the future of work with Computer – your AI teammate.

Computer is not just another tool. It’s built on the belief that the future of work should be about genuine human connection and collaboration – not piling on more apps.
Computer is the best kind of teammate: it amplifies your strengths, takes repetition and frustration out of your day, and gives you more time and energy to do your best work.

How?

Easy: it’s the only platform capable of…

Complete data unification
Most AI products focus on either structured data (like CRM records and support tickets), or unstructured data (like documents and emails). Computer AirSync connects everything, unifying all your data sources (like Google Workspace, Jira, Notion) into one AI-ready source of truth: Computer Memory.

Powerful search, reasoning, and action
Once connected to all your tools and apps, Computer is embedded in your full business context. It can find and summarize, sure. Even more impressive: it offers employees insights, strategic and proactive suggestions, plus powerful agentic actions.

Extensions for your teams and customers
Computer doesn’t make you choose between new software and old. Its AI-native platform lets you extend existing tools with sophisticated apps and agents. So your teams – and your customers – can take action, seamlessly. These agents work alongside you: updating workflows, coordinating across teams, and syncing back to your systems.

This isn’t just software. Computer brings people back together, breaking down silos and ushering in the future of teamwork, through human-AI collaboration. Stop managing software. Stop wasting time. Start solving bigger problems, building better products, and making your customers happier.

We call this Team Intelligence. It’s why DevRev exists.

Trusted by global companies across multiple industries, DevRev is backed by Khosla Ventures and Mayfield, with $150M+ raised. We are 650+ people, across eight global offices.

Head of Customer Success

Location: Palo Alto, CA, USA (3 days in office)

We’re looking for an experienced and visionary Customer Success leader who thrives at the intersection of strategy, innovation, and execution. In this role, you’ll define and scale our global Customer Success function, lead a high-performing team, and be a strategic partner across Product, Sales, Support, and Marketing.

The ideal candidate brings agentic thinking, a growth mindset, and a passion for customer value realization, combining a deep understanding of process, data, automation, and human-centered leadership. You'll play a pivotal role in elevating the customer experience, driving retention and expansion, and ensuring our customers achieve real outcomes from day one.

What You'll Do

  • Define and scale the global Customer Success vision, strategy, and operating model, aligned with business growth and evolving customer needs — especially in the enterprise and technical segments.
  • Lead a geographically distributed team of CSMs, strategic partners, coaches, and customer advocates, fostering a culture of ownership, agentic thinking, and customer obsession.
  • Drive operational excellence by establishing scalable, data-driven playbooks for onboarding, success planning, renewal, and expansion — balancing automation and personalization.
  • Champion innovation and automation to increase team leverage and enhance the customer journey, from proactive support to lifecycle communications.
  • Act as a strategic voice of the customer, influencing Product, Engineering, and Go-To-Market decisions. Collaborate cross-functionally to prioritize high-impact improvements and maximize customer ROI.
  • Own customer outcomes and key KPIs including adoption, NPS, retention, expansion, and customer health, using data and clear frameworks to guide prioritization and performance.
  • Instill a mindset of scalability, experimentation, and continuous improvement — including through the use of AI/agentic tools to augment customer success efforts.
  • Navigate complex customer relationships with empathy and clarity, using strong frameworks to manage risk, build trust, and create long-term strategic partnerships.
  • Partner with Marketing and Sales to develop customer advocacy programs, uncover revenue opportunities, and amplify customer impact through case studies and testimonials.

About You

  • 10+ years in Customer Success, Account Management, or Professional Services, with 4+ years leading teams in high-growth B2B SaaS environments
  • Proven experience scaling Customer Success functions, with a track record of driving retention, expansion, and measurable customer outcomes.
  • Strong understanding of CS metrics, playbooks, and lifecycle design, and a data-first approach to management and decision-making.
  • Demonstrated success in leading cross-functional initiatives that drive product adoption and customer value.
  • Curious and innovative mindset, with experience implementing automation, AI tools, or agentic processes to improve team efficiency and customer experience.
  • Able to move from strategy to execution quickly, with a bias for action and the ability to lead in high-ambiguity or high-pressure situations.
  • Strong communicator and influencer—able to rally internal stakeholders around customer priorities and ROI-focused initiatives.
  • Experience working with technical customers in domains such as DevOps, APIs, AI/ML, or infrastructure is a significant plus.

Compensation

Base Salary: Starting at $165K+
Equity: Significant equity stake available
Total compensation will be based on skills, experience, 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! 

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