Head of Post-Sales

The Role

This role owns everything that happens after a customer signs: technical account management, onboarding, support, and renewals. You'll own the company's retention and expansion numbers and the team, systems, and strategy that drive them.

This is a commercial role. You'll lead a team that carries a large revenue number across a big book of enterprise and mid-market accounts with significant upside. You'll know where every dollar of expansion and risk sits, and you'll make sure the team is working the right accounts at the right time. You'll also build the post-sales organization the team grows into. That means hiring and developing, designing how accounts are segmented and covered, and making the customer experience consistent from kickoff through renewal.

You'll work closely with Sales, Product, and Engineering. You'll be the voice of the customer in roadmap conversations, the partner to Sales on expansion and handoffs, and the person leadership looks to for a clear read on the health of the base. You'll stay close to the work too: you'll join the most important customer conversations and sponsor a few strategic accounts yourself.

What You’ll Do

• Own post-sales end to end, including TAM, onboarding, support, and renewals, and be accountable for NDR and GRR
• Drive expansion across the base: find where the room is, build account plans with the team, and help close the biggest opportunities
• De-risk accounts early by mapping org charts, building relationships beyond a single champion, and getting ahead of churn signals before they show up in a renewal
• Run a large book with discipline, prioritizing coverage and attention by revenue, risk, and upside
• Build and scale the org: hire and develop the TAM team, set the structure, and design coverage models as the book grows
• Forecast retention and expansion accurately, and report on customer health to the leadership team and board
• Set the playbooks, metrics, and systems the team runs on, and make sure they hold up as we scale
• Partner with Sales on expansion and on clean handoffs from close to kickoff
• Bring the customer's voice into Product and Engineering, turning what you see across the base into roadmap input
• Serve as executive sponsor for a few strategic accounts, and step in personally when key accounts are at risk

What We’re Looking for

• 8+ years in post-sales roles (TAM, account management, customer success, or similar), with a track record of growing and retaining large enterprise accounts
• Commercial instincts: you think in revenue, you're comfortable carrying a number, and you know how to negotiate expansions and renewals
• A strong expansion track record, with clear examples of accounts you or your team grew significantly, and a sense of how to make that repeatable
• Experience managing a large book of accounts, and judgment about where to spend time when you can't get to everything
• A habit of multi-threading accounts and mapping the customer org, so no account depends on a single relationship
• Experience building or scaling a post-sales org at a high-growth company, including structure, hiring, and processes
• Ownership of NDR/GRR at the company level, with a history of accurate forecasting and improving both
• Strong cross-functional influence, especially with Sales, Product, and Engineering, and comfort presenting to executives and the board
• Enough technical depth to earn credibility with customers and your team, including comfort going deep on a customer's setup and on how agents are configured and tuned
• Nice to have: fluency with AI tooling in your own workflow and your team's, where it actually makes the work better