Head of Digital Customer Success

Mintlify is hiring a Head of Digital Customer Success to own retention and expansion across our Digital and Self-Serve segments: the long tail of customers without a dedicated CSM. This is a builder role. You'll design and run the systems (segmentation, health signals, automated and human-led interventions) that keep thousands of customers successful at scale, and you'll own the number that proves it: gross revenue retention (GRR). You'll use AI as a core part of how you build, not a side project. This role is a senior individual leader with a deliberately lean footprint; you should be excited to drive outsized impact through systems rather than by building a large team. Team: Customer Success. Reports to: Ben Terrill, Head of Customer Success.

Responsibilities

Own GRR for the long tail, establishing the baseline in the first 30 days, setting targets with leadership, and being accountable for moving it; Build the metrics foundation by defining segments, health scores, and leading indicators of churn and expansion using Salesforce, Plain, Wavelength and product data; Design intervention frameworks deciding which signals trigger which response (automated, AI-assisted or human) and build the playbooks; Build with AI by using Claude and other AI tools to create workflows, agents and automations; Talk to customers by personally running save calls, check-ins and escalations; Surface expansion opportunities in the long tail and hand them off to the right AE; Partner cross-functionally with Marketing, Support, Sales and Product; Shape the future team and help decide how human coverage scales

Requirements

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, and fluency building with AI tools; Strong ownership and self-direction; Comfort being hands-on with customers, including on the phone

Nice to have

Experience at a developer-tools, PLG or usage-based SaaS company; Hands-on Salesforce experience (reports, dashboards, flows); Experience partnering with Marketing on lifecycle or customer marketing programs

Benefits

Competitive compensation and equity; 20 days paid time off every year; 401k with Employer Match; Monthly wellness stipend; 100% employee coverage for Health, Dental, Vision; Commute stipend; Free lunch and dinners; Annual team offsite