Ever wondered what it's like to shape the customer experience for the world's leading innovators? Rockstar offers you that exact opportunity. Imagine leading the charge in delivering exceptional value to companies like Google, OpenAI, Netflix, and Uber, ensuring their complex transportation needs are not just met but exceeded. This isn't just a job; it's a chance to transform how employees arrive at work, building lasting relationships and driving the future of enterprise SaaS.

Overview

Rockstar is at the forefront of enterprise parking SaaS, empowering global leaders to optimize their infrastructure and simplify workplace transportation. Our intelligent platform brings together parking, EV charging, and various transit experiences, trusted by the biggest names across diverse industries. We are looking for a dynamic Head of Customer Success to take the reins of our global Customer Success and Support function. This pivotal, hands-on role reports directly to our Chief Operating Officer and places you as a crucial member of our leadership team. You will be instrumental in defining our customer journey, fostering strong partnerships, and championing the customer's voice across every facet of our business. The position is fully remote within the United States or Canada, with a preference for candidates in the Eastern or Central time zones.

Key Responsibilities

Drive exceptional customer satisfaction and cultivate robust, long-term relationships with our enterprise clients.
Oversee and enhance our customer retention and renewal performance, identifying opportunities for growth and loyalty.
Act as the primary advocate for our customers internally, ensuring their feedback and needs are central to product development and business strategy.
Lead, mentor, and expand a talented team of 10 Customer Success, Implementation, and Support professionals, fostering a culture of excellence and continuous improvement.
Develop and implement strategic initiatives to scale our global Customer Success and Support operations effectively.
Define and optimize the customer lifecycle, from onboarding through ongoing engagement and support.
Collaborate closely with sales, product, and engineering teams to ensure seamless customer experiences and alignment of goals.

Requirements

Proven leadership experience managing global Customer Success or Support teams within a B2B SaaS environment, preferably serving enterprise clients.
A strategic mindset coupled with a hands-on approach, capable of both vision setting and execution.
Demonstrated success in driving customer retention, loyalty, and expansion.
Exceptional communication and interpersonal skills, with the ability to engage effectively with C-level executives and internal stakeholders.
Strong analytical capabilities to interpret customer data and translate insights into actionable strategies.
Experience in building, coaching, and developing high-performing teams.
Familiarity with complex enterprise software deployments and lifecycle management.

What You'll Gain

The unique opportunity to lead a critical function at a rapidly growing company trusted by global tech giants.
A seat at the leadership table, directly influencing company strategy and customer direction.
The chance to build and scale a world-class Customer Success and Support organization from the ground up.
Work with a passionate, innovative team in a fully remote, flexible environment.
Significant impact on the future of workplace transportation and infrastructure management.
Competitive compensation and benefits package.