Note: The job is a remote job and is open to candidates in USA. Connecticut Innovations is Connecticut’s strategic venture capital arm, passionate about serving a diverse portfolio of companies. Naboo is seeking a Head of Customer Success to own post-sale customer relationships, drive adoption and expansion, and build the customer success function from the ground up.
Responsibilities
- Own post-sale customer relationships from Naboo's US customer base. Drive adoption, expansion, and renewal
- Partner with Forward Deployed Agents on continuous Decision Graph updates as customers' organizational vocabulary evolves
- Own NDR, gross retention, and expansion pipeline as first-line metrics
- Build the CS playbook: onboarding, health scoring, EBR cadence, expansion motion, escalation model
- Structure and hire the first 2-3 CSMs and Solutions Architects as the customer base scales past 20 accounts
- Represent customer voice in the product roadmap - what to build next, what to fix, what to deprecate
- Own the executive relationship at every enterprise account: quarterly reviews with the customer's VP Engineering / CTO
Skills
- 7+ years Customer Success in enterprise B2B SaaS, at least 3 years in infrastructure, AI/ML, data platforms, or developer tools
- Owned NDR at $10M+ ARR org - actual number-carrying accountability, not shared oversight
- Built a CS function 0-to-1 at a prior startup OR led a 1-to-N scaling motion with clear inflection metrics
- Comfortable interfacing with senior technical buyers (VP Engineering, CTO, Head of Platform) as a peer, not as an account manager
- Track record of >120% NDR from expansion within named accounts
- Willing to travel 25-40% for on-site customer visits
- Prior CS or Solutions Engineering leadership at an AI infrastructure, data platform, or observability company (Anthropic, Databricks, Snowflake, Datadog, Snyk, etc.)
- Experience with technical evaluations, security reviews, and on-prem / VPC deployment workflows
- Comfortable getting into a customer's GraphQL query or Slack channel to unblock adoption
- Founder-track background - you have run a CS function while everything is being invented at the same time
Company Overview