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.

What you will do?

• 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

What we are looking for?

• 7+ years

  of experience in Customer Success or Support in a SaaS environment, 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.

To help us assess mutual fit, please answer the following questions.

1) You are seeing usage plateau among enterprise users after initial onboarding.

How would you diagnose the problem and reignite adoption?

2) If you could only track three metrics to prove the value of Customer Success & Support, which ones would you choose and why?

3) Support tickets have doubled overnight due to a bug. Engineering says it’ll take 48 hours to fix. What do you do immediately and how do you protect trust?

• Competitive salary and benefits package
• Opportunity to work with a talented and passionate team
• Flexible remote work environment
• Professional development and growth opportunities
• A chance to make a significant impact in a rapidly growing company