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Salary: USD 240,000 - 285,000 / annual
PointFive is an AI Efficiency OS that helps engineering and FinOps teams optimize cloud and AI spending. The company recently closed a $60M Series B led by Accel and was founded by the team behind IntSights (acquired by Rapid7).
As Head of Customers, you will lead the entire post-sales organization, including Customer Success, Technical Support, and Professional Services. You'll architect a unified customer experience strategy designed to maximize retention, accelerate product adoption, and deliver enterprise-grade support.
Key responsibilities include: building and scaling Customer Success, Support, and Professional Services into a cohesive ecosystem; establishing retention methodologies with health scores and proactive risk mitigation; standardizing onboarding and adoption frameworks; building PointFive's Professional Services offering from the ground up; serving as the internal voice of the customer to influence product roadmap; and scaling and mentoring a world-class customer organization.
You'll work cross-functionally with Product, Engineering, and FinOps teams to translate customer feedback into high-impact innovations. The role requires designing data-driven retention models, managing operational budgets, and building trusted advisor relationships with enterprise technology executives.
Required qualifications: 7+ years of progressive leadership managing multi-disciplinary customer-facing organizations in fast-growing B2B SaaS startups; deep understanding of public cloud environments (AWS, Azure, GCP), cloud billing, FinOps, or infrastructure platforms; demonstrated ability to build data-driven models and manage capacity planning; and outstanding cross-functional communication skills.
Preferred experience includes familiarity with modern Customer Success platforms, advanced ticketing systems, and scaling teams through hyper-growth phases (Series A to Series B and beyond).
