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Flow is a systems engineering platform for hardware teams, enabling companies like Rivian to manage requirements, interfaces, tests, and design decisions in a unified system. 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 organization responsible for ensuring customers fully adopt and derive value from Flow. 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 new system daily.
You will inherit a customer base spanning SMB, mid-market, and enterprise segments, a small team of renewal-focused reps, a support function requiring scaling, and a mandate to grow the team from current size 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, including what "deployed" means, phased rollout playbooks, adoption measurement frameworks, and health scoring based on actual usage rather than login metrics
- Design the coverage model: embedded deployments for enterprise customers, guided rollouts for mid-market, and scaled low-touch approaches for SMB
- Own the renewals motion end-to-end, leading existing reps and building processes around them while surfacing expansion signals to the AE team
- Establish support infrastructure: tiering, response expectations, and escalation paths into engineering
- Assess, develop, and grow the inherited team; hire and onboard new members to reach 10+; coordinate with the incoming Head of Solutions Engineering on team structure
You will operate as a true player-coach: carrying your own accounts while building and leading the team. The methodology should emerge from first-principles thinking and real customer work rather than imported playbooks. As the team scales, you will shift toward leadership while remaining hands-on in the field.
REQUIREMENTS:
The posting does not explicitly state years of experience, required skills, education, or certifications. However, the role implies experience with customer success, deployment, renewals, team leadership, and the ability to define processes from first principles in a B2B SaaS or systems software context.
