About the Role

The Head of Customer Success owns whether Clarasight’s technology becomes operational reality for customers.

You are accountable for designing and scaling the post-sales engine that turns technology into outcomes, from initial implementation through long-term value realization, across Clarasight’s customer base.

In this role, you will unify solution architecture, customer value realization, and embedded execution into a single post-sales engine responsible for time-to-value and sustained impact.

This is a builder’s role. In the first phase, you will be deeply hands-on shaping strategy, working directly with customers, and partnering closely with Product and Engineering to turn field learnings into prototypes and repeatable systems while replacing human heroics. This role is expected to build leverage primarily through systems, automation, and productization, not through unchecked headcount growth.

What You’ll Own

• Own outcomes across the full post-sales lifecycle: implementation, adoption, value realization, and expansion signals.

• Lead and scale Clarasight’s post-sales organization, including Solution Architects, Customer Value Leads, and Embedded Experts.

• Continuously improve Clarasight’s implementation and value delivery motions to minimize time-to-value for enterprise customers.

• Act as the escalation point for customers and mission-critical engagements.

• Partner with Sales to support renewals and expansions through strong outcomes and executive confidence (without owning quota).

• Establish operating rhythms, governance models, and playbooks that scale with enterprise complexity.

Technical Leadership & AI Delivery

• Lead from the front on complex customer engagements and implementations when needed.

• Work directly with data, writing SQL, validating outputs, and translating analytics into operational decisions.

• Design and operate human-in-the-loop AI processes that balance automation with expert judgment.

• Use AI to reduce manual effort and increase consistency and quality across post-sales delivery.

• Partner closely with Product, Data, and Engineering to accelerate prototypes, test solutions in the field, and productize what works.

Building for Scale

• Build the systems, tooling, and enablement required for post-sales to scale efficiently.

• Convert services and execution work into durable, repeatable capabilities that compound over time.

Who You Are

• A builder-leader with experience owning post-sales in an early-stage or scaling B2B SaaS company.

• Comfortable operating as a player-coach in ambiguous, fast-moving environments.

• Technically fluent and hands-on, including:

  • Writing SQL

  • Working with data integrations, APIs, and analytics workflows

  • Designing or operating AI-enabled processes

• Equally credible advising executives and rolling up your sleeves to execute.

• Motivated by building systems and leverage, not maintaining legacy processes.

How We Measure Success

• Time-to-value for customer implementations

• Technology adoption and realized business outcomes across customers

• Gross and net revenue retention (GRR / NRR)

Nice-to-Haves

• Background in management consulting, forward-deployed engineering, or highly technical professional services.

• Experience in travel, sustainability, finance, or procurement, or enterprise planning.

• Experience working directly with founders in early-stage environments.

• Experience transforming businesses through technology and automation.