Head of Customer Success & Support
At Pictory, we believe everyone should be able to tell their story - visually, easily, and at scale. We have built an AI-powered video platform loved by thousands of customers across Marketing, L&D, and Education. Recognized by Gartner. Featured in Times Square. Profitable. Growing fast.
We are now looking for a Head of Customer Success & Support to lead onboarding, adoption, retention, and expansion, especially for our enterprise customers. You will build a team, architect systems, and ensure customers unlock meaningful value, fast.
Requirements
8+ years of experience in Customer Success or Support for a SaaS product, with 3+ years in a leadership role
Demonstrated success onboarding and growing enterprise accounts
Skilled in building and scaling CS and support playbooks, systems, and dashboards
Strong communicator who builds rapport, earns trust, and handles difficult conversations with grace
Deep understanding of success metrics, especially NRR, activation, CSAT, and adoption
Strategic thinker who can zoom out but also jump into customer issues when needed
A plus: familiarity with video tools, AI platforms, or creator ecosystems
Comfortable working in EST time zone. This is a critical requirement for the role
Comfortable in being a hustler and doer - Strategy to customer trainings to answering support tickets
Responsibilities
Build strong, trust-based relationships with customers from onboarding to renewal
Lead enterprise onboarding and training, ensuring rapid time-to-value
Develop scalable programs for customer education, including webinars, help content, and documentation
Track and own Net Revenue Retention (NRR) as your core KPI, driving both retention and expansion
Monitor customer health and proactively identify churn and growth signals
Deliver proactive support across chat, email, and other channels, driving high CSAT and fast resolution
Conduct regular business reviews (QBRs/MBRs) to align with enterprise goals
Collaborate cross-functionally with Sales, Product, and Marketing to close the loop on customer feedback and inform roadmap
Build and mentor a high-performing global team of CSMs and Support Specialists
Map and optimize customer journeys to remove friction and increase stickiness
Implement scalable systems and tools to manage customer engagement, training, and support