Head of Digital Customer Success, Mintlify

• 6+ years in customer success, with meaningful experience building digital or scaled CS programs for a high-volume, low-touch customer base
• Management experience, and a preference for leverage through systems over a large team
• A track record of owning a retention number (GRR, NRR or logo churn) and moving it
• Experience building metrics and health scoring from imperfect data
• Experience designing intervention frameworks that combine automation, AI and human touch
• Real examples of using AI to build systems you've shipped. You don't need to be an engineer, but you should be fluent building with AI tools
• Strong ownership and self-direction: you find the problem, frame it and solve it without waiting for a roadmap
• Comfort being hands-on with customers, including on the phone

Desirable

• Own GRR for the long tail. Establish the baseline in your first 30 days, set targets with leadership, and be accountable for moving it
• Build the metrics foundation. Define segments, health scores, and leading indicators of churn and expansion using Salesforce, Plain, Wavelength and product data
• Design intervention frameworks. Decide which signals trigger which response (automated, AI-assisted or human) and build the playbooks behind each
• Build with AI. Use Claude and other AI tools to create workflows, agents and automations that scale your reach without scaling headcount
• Talk to customers. Personally run save calls, check-ins and escalations while programs are being built, and use what you learn to improve them
• Surface expansion. Identify expansion opportunities in the long tail and hand them off cleanly to the right AE
• Partner cross-functionally. Work with Marketing on customer-focused lifecycle programs, and with Support, Sales and Product to close the loop on churn drivers
• Shape the future team. As programs prove value, help decide how human coverage scales, whether through a small team of your own or by leveraging Support
• What success looks like;
• 30 days: Learn the product and customer base. Establish a GRR and logo-churn baseline for the $0–$50K segment. Map existing data across Salesforce, Plain and Wavelength. Talk to at least 20 long-tail customers, including recently churned accounts
• 60 days: Ship a first version of segmentation and a health score. Launch the first interventions targeting the largest churn drivers. Define the expansion handoff process with Sales
• 90 days: Interventions are live and showing a measurable positive impact on logo churn. GRR targets agreed with leadership. A clear point of view on how human coverage should scale
• First year: GRR measurably improved against baseline, a repeatable intervention engine running largely on automation and AI, and a steady flow of qualified expansion opportunities to Sales