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Flow is a systems engineering platform for hardware teams, used by companies like Rivian to centralize requirements, interfaces, tests, and design decisions. The company is venture-backed by Sequoia and experiencing rapid growth in an industry actively modernizing engineering workflows.
As Head of Deployment (Customer Success), you will lead the post-sale motion for Flow's 100+ customer base spanning SMB, mid-market, and enterprise segments. Unlike traditional customer success roles focused on check-ins and QBRs, this position centers on deployment: migrating requirements from legacy tools and spreadsheets, configuring Flow to match each customer's program structure, redesigning workflows, and driving organizational change to move hundreds of engineers into the platform daily.
You will inherit a small team of renewal-focused reps, the post-sale side of the forward-deployed team, and a support function requiring scaling. The team is planned to grow to 10+ people within 12 months.
In your first year, you will:
- Carry your own book of accounts, leading deployments end-to-end and personally owning renewals
- Define the deployment methodology: what "deployed" means, phased rollout playbooks, adoption measurement, and health scoring based on real usage patterns
- Design the coverage model: embedded deployments for enterprise, guided rollouts for mid-market, scaled low-touch for SMB
- Own renewals end-to-end, leading existing reps and building the renewal motion, with expansion signals passed to the AE team
- Stand up support infrastructure: tiering, response expectations, and escalation paths into engineering
- Assess, develop, and grow the inherited team; hire and ramp to 10+; coordinate the split of the forward-deployed team with the incoming Head of Solutions Engineering
You will operate as a true player-coach: carrying accounts and running deployments personally while building and leading the team. The methodology should emerge from first-principles work with customers, not imported playbooks. As the team scales, you will shift toward leadership, but the expectation is hands-on involvement throughout.
REQUIREMENTS: Not explicitly stated in the posting.
