Pictory - Head - Customer Success & Support (7-10 yrs)

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.

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.