Head of Customer Success

San Francisco Bay Area
· Hybrid
· Full-time
· Reports to CEO

Base is building the AI Customer Growth Platform for modern B2B companies.

We help companies orchestrate customer engagement across the post-sale lifecycle—from onboarding and adoption to expansion, advocacy, and retention—through one unified platform.

We are a growing startup serving sophisticated enterprise Marketing, Customer Success, and GTM organizations that are rethinking how they operate in the age of AI. We are doing the same internally.

We’re looking for a hands-on Head of Customer Success & Experience to lead and redesign an AI-first, value-obsessed, and AINS CS org. You will own onboarding, implementation, adoption, customer health, ongoing success, PS, support, advocacy, and overall customer experience.

This is not a traditional CS leadership role centered on managing managers and maintaining an established playbook. You will work directly with strategic customers, coach the team through real account challenges, improve our operating model, and partner closely with Product and Engineering to eliminate customer friction.

Over the next 12 months, we expect the organization to include approximately 6–7 people across Customer Success, FDEs, onboarding, and support. Your goal is to build an exceptionally effective customer organization, not simply a larger one.

• Customer onboarding, implementation, and time-to-value.
• Product adoption, measurable outcomes, and ongoing value realization.
• Identify growth potential – upsell, cross-sell, and expansion
• Customer segmentation and the appropriate engagement model for each segment.
• Customer health, risk identification, and early churn intervention.
• The day-to-day strategic relationship with customers.
• Customer Success, onboarding, and support team performance.
• Strategic, complex, and at-risk customer situations.
• Customer education, enablement, communications, and advocacy.
• Executive relationships and alignment around business outcomes.
• Customer coverage, team capacity, productivity, and operating cadence.
• Customer data, systems, automation, and AI-enabled workflows.
• Strong feedback loops among customers, Product, Engineering, Revenue, and Marketing.

• Customer Success and Revenue will operate as peer organizations with shared visibility and clear accountability.
• Customer Success owns customer outcomes and the ongoing value relationship. Revenue owns every commercial transaction, including pricing, proposals, negotiation, contracts, renewals, upsell, cross-sell, and expansion close.
• Together, the teams will maintain shared account plans, identify risks and opportunities early, and ensure customers buy the right solution, achieve value, renew, and expand at the right time.
• CSMs will contribute to customer health and growth signals, but they will not be expected to become quota-carrying salespeople.

A central part of this role is redesigning how customer work gets done-not simply adding AI tools to a traditional CS model.

You will determine:

• Which customer needs require human expertise and relationships.
• Which experiences should be delivered through product, automation, or AI agents.
• How onboarding can become faster, more personalized, and more scalable.
• How product usage, conversations, support activity, and sentiment can identify risks earlier.
• Which repetitive activities should be automated or eliminated.
• How each team member can support more customers while improving their experience.

We want practical transformation: better customer outcomes, fewer manual processes, earlier insights, and materially higher productivity per person.

Within your first…