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Customer Success·Remote - US (East Coast preferred)·Full-time

Head of Customer Success - US

CS at Naboo is a technical role. You own the arc from deployment to expansion for enterprise customers whose AI agents run on Naboo in production.

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About Naboo

At Naboo.ai, we harness the power of artificial intelligence to transform data into actionable insights. Our cutting-edge platform integrates advanced analytics and machine learning, enabling businesses to streamline operations, enhance customer experiences, and drive innovation.

We provide an AI context layer that feeds engineering and agent workflows with precise, intent-aware data from code, logs, tickets, and documentation. Unlike generic retrieval stacks, Naboo maps software context, so AI agents and copilots can execute actions reliably instead of guessing. Our user-friendly tools empower teams to make informed decisions faster, adapt to market changes, and unlock new growth opportunities.

Join us on our mission to make intelligent decision-making accessible for everyone. Naboo | Enterprise Context Layer for AI Agents & Developers.

Position Overview

Naboo customers are technical - VP Engineering, Head of Platform Engineering, Sr. Director of Data. Customer Success at Naboo is not a QBR-and-training role; it is the technical relationship that keeps a customer's Decision Graph accurate as the organization's vocabulary evolves, and turns adoption into expansion.

As the first Head of Customer Success in the US, you own the post-sale motion end-to-end: onboarding, adoption, health scoring, EBRs, expansion, renewal. You partner with Forward Deployed Agents on the technical continuity of every account and build the CS function - playbook, health scoring, hiring plan - from zero.

Job Duties and Responsibilities

  • Own post-sale customer relationships from Naboo's US customer base. Drive adoption, expansion, and renewal.
  • Partner with Forward Deployed Agents on continuous Decision Graph updates as customers' organizational vocabulary evolves.
  • Own NDR, gross retention, and expansion pipeline as first-line metrics.
  • Build the CS playbook: onboarding, health scoring, EBR cadence, expansion motion, escalation model.
  • Structure and hire the first 2-3 CSMs and Solutions Architects as the customer base scales past 20 accounts.
  • Represent customer voice in the product roadmap - what to build next, what to fix, what to deprecate.
  • Own the executive relationship at every enterprise account: quarterly reviews with the customer's VP Engineering / CTO.

Skills You Must Have

  • 7+ years Customer Success in enterprise B2B SaaS, at least 3 years in infrastructure, AI/ML, data platforms, or developer tools.
  • Owned NDR at $10M+ ARR org - actual number-carrying accountability, not shared oversight.
  • Built a CS function 0-to-1 at a prior startup OR led a 1-to-N scaling motion with clear inflection metrics.
  • Comfortable interfacing with senior technical buyers (VP Engineering, CTO, Head of Platform) as a peer, not as an account manager.
  • Track record of >120% NDR from expansion within named accounts.
  • Willing to travel 25-40% for on-site customer visits.

Bonus Points

  • Prior CS or Solutions Engineering leadership at an AI infrastructure, data platform, or observability company (Anthropic, Databricks, Snowflake, Datadog, Snyk, etc.).
  • Experience with technical evaluations, security reviews, and on-prem / VPC deployment workflows.
  • Comfortable getting into a customer's GraphQL query or Slack channel to unblock adoption.
  • Founder-track background - you have run a CS function while everything is being invented at the same time.

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Naboo is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Naboo is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.