# RVP, Digital CSM

**Company:** [Cursor](https://hotfix.jobs/companies/cursor)
**Location:** San Francisco, CA
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Customer Success, health scoring, usage analytics, Product-Led Growth, grr, nrr, revops, AI Automation, Community Building, Lifecycle Marketing
**Posted:** 2026-07-23

> Founding leader to build Cursor's digital/tech-touch Customer Success function for self-serve and usage-based customers. Own scaled activation, retention, expansion, health scoring, AI-powered plays, and community while leading Regional Directors and CSMs.

## Job Description

## 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.

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