Job Overview
Location
San Francisco
Job Type
Full-time
Category
Software Engineering
Date Posted
June 4, 2026
Full Job Description
📋 Description
- • Own net revenue retention, gross retention, and product utilization across the AI Natives and Enterprise segment with clear success criteria per account.
- • Hire, develop, and lead a team of Customer Success Managers, setting the bar for craft and accountability as the function scales.
- • Drive the onboarding model for the AI Natives and Enterprise segment, including pre-kickoff runbooks and Mutual Action Plans to ensure customers reach a live daily-cadence workflow within the first month.
- • Establish and maintain a weekly operating cadence with customers and internally, including standups, office hours, metrics reviews, and written updates to keep deployments on track.
- • Diagnose utilization variance across accounts, identify workflow, cadence, or integration gaps, and intervene proactively before accounts stall or churn.
- • Run expansion and renewal motions grounded in demonstrated customer outcomes, partnering with Account Executives on account strategy and role clarity.
- • Turn post-sales customer signals into actionable roadmap input by working directly with product and engineering teams to define what customers need to succeed.
- • Build scalable playbooks, tooling, and reporting systems that enable the Customer Success team to maintain rigor and consistency as the organization grows.
- • Own the end-to-end post-sales motion for enterprise customers, ensuring contracts are transformed into daily-cadence workflows that revenue teams rely on.
- • Be accountable for whether customers actively use the product and for identifying leading indicators of churn before they materialize.
- • Maintain a hands-on management approach, balancing strategic oversight with operational execution, including direct involvement in deployment troubleshooting and customer success interventions.
- • Collaborate with cross-functional teams to align customer success initiatives with product development, sales strategy, and customer feedback loops.
- • Ensure every customer interaction reflects Rox’s core principles of Taste, Obsession, and Action — delivering beautiful, proactive, and fast-executed experiences.
- • Build the Customer Success function for an agentic revenue platform from the ground up, defining processes that scale without sacrificing personalization or rigor.
- • Work with VP- and C-level stakeholders at Global 2000 enterprise customers in banking, hardware, construction, and sovereign AI industries.
- • Translate complex technical product capabilities into clear customer value propositions, particularly in AI-native environments.
- • Use metrics, customer data, and behavioral insights to drive decisions, optimize workflows, and forecast retention and expansion trends.
- • Maintain a deep empathy for enterprise customers and a passion for helping them achieve measurable success through the Rox platform.
🎯 Requirements
- • 6+ years in customer success or post-sales, including direct experience hiring and managing a team and owning retention or utilization targets
- • Track record managing relationships with VP- and C-level stakeholders at enterprise customers
- • Strong balance of strategic thinking and operational execution; comfortable moving from an exec QBR to a deployment debug in the same day
- • Demonstrated ability to drive measurable time-to-value and turn deployments into expansion
- • Experience in technical or AI-native products; able to speak credibly to current trends and tools
- • Be located in or willing to relocate to San Francisco
🏖️ Benefits
- • Competitive pay with considerable equity upside
- • Health Insurance
Skills & Technologies
About Rox Data Corp.
Rox Data Corp. is a technology company specializing in data management and analytics solutions. They offer a comprehensive suite of services designed to help businesses effectively collect, store, process, and analyze their data. Their offerings include data warehousing, business intelligence, big data solutions, and custom software development. Rox Data Corp. focuses on empowering organizations with actionable insights derived from their data, enabling them to make informed decisions, optimize operations, and drive growth. They cater to a diverse range of industries, providing tailored solutions to meet specific client needs and challenges in the ever-evolving data landscape.
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