Head of Customer Success

Scenario
Scenario

Sales & Business Development, Customer Service

United States

Posted on Jul 3, 2026

01 Mission

  • Drive a best-in-class product experience and fast time-to-value, so every account deepens its usage each quarter.
  • Own renewals, expansion and net revenue retention as value-led outcomes, so no enterprise renewal is ever a surprise.
  • Be a hands-on creative and technical partner, held to the same craft bar as the Creative Technologist: you can train a custom model (a LoRA) live alongside a customer's art lead.
  • Inherit and systematize what already works, scaling the founder-led relationship model to many more accounts with playbooks, dashboards and a team.
  • Build the customer-success operating system from scratch at a Series A standard, and close the feedback loop into product with a weekly digest.

02 Scope of ownership

Owns
  • The post-sale relationship for enterprise and strategic mid-market accounts
  • Account health and the early-warning system, built with Revenue Operations
  • Renewals and custom-plan handoffs, with Sales and Revenue Operations
  • The Knowledge Architect and the Creative Technologist — both roles are being built out alongside you as direct reports
Does not own
  • Technical support and QA (owned by the Support team)
  • Building the CRM and billing infrastructure (Revenue Operations)
  • New logos and commercial close (Sales)
  • The marketing narrative and campaigns (Marketing)

03 What we look for

  • A creative or technical B2B background: game tooling, enterprise creative software or developer tools.
  • Hands-on product fluency in a prior role, and experience building a customer-success function from scratch.
  • Deeply AI-native: beyond using creative tools like Scenario, Midjourney or Runway daily, you build your own automation — small agents, scripts or internal tools that make your own workflow faster. You'll have the chance to demonstrate this live in the interview.
  • Billing literacy, references from customers rather than managers, fluent English, and Europe-based.

04 Disqualifiers

  • A traditional SaaS success manager built around check-in cadences and generic review decks.
  • An account manager with relationships but no technical depth.
  • A long success career with no real product fluency.
  • Cannot name specific product details of the last tool they worked on.

05 How we hire1-2 weeks

  1. 01
    COO conversation
    45 min
  2. 02
    CEO conversation
    45 min
  3. 03
    Additional stages if required
    As needed
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