Head of Customer Success & Support

About Pictory

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?

• 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

🔹 Why join us?

• 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