RVP, Digital CSM

What you'll do

• Build the digital CS motion from the ground up: design the operating model for scaled, one-to-many coverage — pooled CSMs managing large books through tooling and automation rather than 1:1 relationships.
• Own activation & onboarding: ship self-serve onboarding, lifecycle communications, and in-product nudges that reliably get customers to first value with no manual touch.
• Own scaled retention and expansion: accountable for adoption, health, GRR/NRR, and product-led expansion across the self-serve and usage-based segment.
• Stand up automated, signal-driven engagement: health scoring and usage signals (seat utilization, blocked users, MAU/token trends) that trigger outreach without a human watching every account; behavior-based lifecycle plays (e.g. a user hits a rate limit → automated play fires); in-app nudges and product-led expansion motions.
• Use AI as a force multiplier: build AI-powered engagement plays that extend a small team's reach, and partner with Product to clarify what this team builds vs. what belongs in the product itself.
• Instrument and operate by data: define what "activated" and "healthy" mean per tier, partner with RevOps/Data to build the health-scoring and reporting backbone, and run a rigorous experimentation program that separates real behavior change from surface activity.
• Build community as a scale layer: Slack/forum communities and self-serve resources as a scalable engagement and support channel.
• Partner cross-functionally: work with Product & Engineering, Growth/PLG, Marketing, RevOps, Sales, and the other RVPs to deliver a seamless scaled experience and unlock expansion.
• Hire, lead, and develop leaders: build and coach a team of Regional Directors (Named + Pooled) and their CSMs, including onboarding, performance management, and career growth.

You may be a fit if

• Built or scaled a digital / tech-touch / one-to-many customer success function — pooled coverage, automation- and lifecycle-driven, serving a large customer base.
• Developer-tools / technical-software domain experience — credibility with a developer/technical audience and their buying/adoption patterns.
• Leader of leaders: proven experience hiring, developing, and managing managers/directors at scale, with a high talent bar.
• Fluency with the scaled-CS toolkit: health-scoring design, usage-based signals, CS/automation tooling, and PLG expansion motions; comfortable owning GRR/NRR.
• Strong understanding of software development lifecycles, engineering org structures, and AI-enabled developer tooling.
• Executive presence and communication — credible with developers and with VP/CTO/CFO-level stakeholders on value.
• High-agency, scrappy operator who thrives in fast-moving, ambiguous, high-growth environments and builds in motion.