Mintlify Head of Digital Customer Success at Mintlify responsible for owning retention and expansion across Digital and Self-Serve customer segments. Designs and runs systems using AI to keep thousands of customers successful at scale.
Responsibilities
Mintlify is hiring a Head of Digital Customer Success to own retention and expansion across our Digital and Self-Serve segments: the long tail of customers without a dedicated CSM.
This is a builder role. You'll design and run the systems (segmentation, health signals, automated and human-led interventions) that keep thousands of customers successful at scale, and you'll own the number that proves it: gross revenue retention (GRR). You'll use AI as a core part of how you build, not a side project.
Early on, you'll also be hands-on with customers: getting on calls, learning why accounts churn, and turning those conversations into programs. This role is a senior individual leader with a deliberately lean footprint; you should be excited to drive outsized impact through systems rather than by building a large team.
Team: Customer Success
Reports to: Ben Terrill, Head of Customer Success
Location: San Francisco, in office five days a week
Own GRR for the long tail. Establish the baseline in your first 30 days, set targets with leadership, and be accountable for moving it.
Build the metrics foundation. Define segments, health scores, and leading indicators of churn and expansion using Salesforce, Plain, Wavelength and product data.
Design intervention frameworks. Decide which signals trigger which response (automated, AI-assisted or human) and build the playbooks behind each.
Build with AI. Use Claude and other AI tools to create workflows, agents and automations that scale your reach without scaling headcount.
Talk to customers. Personally run save calls, check-ins and escalations while programs are being built, and use what you learn to improve them.
Surface expansion. Identify expansion opportunities in the long tail and hand them off cleanly to the right AE.
Qualification
6+ years in customer successManagement experienceStrong ownership and self-directionComfort being hands-on with customersExperience at a developer-toolsHands-on Salesforce experience (reportsWhat success looks like30 days60 days90 daysFirst year
Required
6+ years in customer success, with meaningful experience building digital or scaled CS programs for a high-volume, low-touch customer base.
Management experience, and a preference for leverage through systems over a large team.
A track record of owning a retention number (GRR, NRR or logo churn) and moving it.
Experience building metrics and health scoring from imperfect data.
Experience designing intervention frameworks that combine automation, AI and human touch.
Real examples of using AI to build systems you've shipped. You don't need to be an engineer, but you should be fluent building with AI tools.
Strong ownership and self-direction: you find the problem, frame it and solve it without waiting for a roadmap.
Comfort being hands-on with customers, including on the phone.
Preferred
Experience at a developer-tools, PLG or usage-based SaaS company.
Experience partnering with Marketing on lifecycle or customer marketing programs.
What success looks like
30 days: Learn the product and customer base. Establish a GRR and logo-churn baseline for the $0–$50K segment. Map existing data across Salesforce, Plain and Wavelength. Talk to at least 20 long-tail customers, including recently churned accounts.
60 days: Ship a first version of segmentation and a health score. Launch the first interventions targeting the largest churn drivers. Define the expansion handoff process with Sales.
90 days: Interventions are live and showing a measurable positive impact on logo churn. GRR targets agreed with leadership. A clear point of view on how human coverage should scale.
First year: GRR measurably improved against baseline, a repeatable intervention engine running largely on automation and AI, and a steady flow of qualified expansion opportunities to Sales.
