Head of Customer Success — Aspect Build

The Head of Customer Success will be responsible for leading the post-sales, onboarding, support, and customer lifecycle management functions. You will build and run a high-performing Customer Success organization to ensure that customers of all sizes — from small teams migrating to Bazel to large enterprises running complex monorepos — adopt our platform successfully, realize measurable improvements, and become long-term advocates of Aspect Build.

You will own the strategy, processes, and execution around customer onboarding, support SLAs, training, success metrics, churn prevention, and expansion.

• Lead and build the Customer Success team — hire, mentor, and manage a distributed support & success organization (customer success managers, onboarding specialists, technical support, training leads).
  
• Customer Onboarding & Adoption — define and own the onboarding journey for new customers of Bazel support services and Aspect Workflows; ensure smooth migrations and setup, minimize friction, and accelerate time-to-value.
  
• Support & SLA Management — oversee support operations (Slack support channels, consulting hours, trainings, hands-on assistance, bug/feature response process), ensure timely responses per SLA, manage customer expectations, and drive continuous improvement.
  
• Customer Success & Growth — work with customers to understand their goals, help them unlock the full potential of Bazel + Workflows (faster builds, cost savings, improved developer productivity), identify opportunities for upsell / expansion (e.g. transition from support plans to also adopt the Aspect Workflows platform).
  
• Retention & Advocacy — monitor customer health, reduce churn, drive renewals, and nurture customer advocates to build case studies and referrals.
  
• Feedback Loop — gather customer feedback, pain points, and feature requests; coordinate with Product, Engineering, and Professional Services to shape the roadmap and continuously improve both Workflows and support offerings.
  
• Metrics & Reporting — define and track key success metrics (onboarding time, adoption rates, support satisfaction, renewal/expansion rates, net retention, etc.); report to leadership; use data to refine CSM processes.
  
• Enablement & Education — oversee training programs (self-led, instructor-led), pair-coding sessions, migrations, best-practice guidance for Bazel and multi-language monorepos; ensure customers build internal expertise and enjoy long-term success.

• 7+ years of experience in customer success, customer support, technical account management, or related roles — ideally in B2B developer tools, SaaS, or infrastructure / platform companies.
  
• Strong technical fluency — comfort with build systems, CI/CD pipelines, cloud infrastructure (AWS, GCP), and familiarity with Bazel and developer tooling stacks.
  
• Hands-on experience with enterprise customers: onboarding, migrations, long-term support, enterprise SLAs, and scaling support operations.
  
• Excellent communication and relationship-building skills — able to serve as trusted advisor to engineering teams, DevOps/platform engineers, and leadership alike.
  
• Data-driven mindset — experience defining and tracking customer success/health metrics, customer journey KPIs, churn/retention metrics, and driving process improvements.
  
• Leadership and organizational skills — capable of building and scaling a distributed team; setting processes; managing cross-functional collaboration; defining vision for customer success at scale.
  
• Empathy and customer-first mentality — passionate about ensuring customer success, delivering value, and helping customers overcome technical challenges around builds, CI, and monorepo complexity.

What Success Looks Like (First 12–18 months)

• Smooth onboarding and successful launch of 100% of new customers onto Aspect Workflows + support services within a defined time window.
  
• High customer satisfaction scores, low churn rate, upsell / cross-sell, and increased renewals/expansions across support plans.
  
• Evidence of customers achieving performance gains (faster CI build times, cost reductions, improved dev productivity) — and case studies/testimonials generated as a result.
  
• A matured Customer Success function: stable processes for onboarding, support, training, escalations, and feedback; well-defined health/engagement metrics; organized team able to scale with company growth.
  
• Strong collaboration with Product, Engineering, Professional Services, Sales and Marketing — with customer feedback directly influencing platform roadmap and improvements.

• Work with industry leaders who helped develop Bazel and modern build systems at Google.
  
• Shape the future of developer productivity and reproducible builds for enterprise-scale software.
  
• A remote-first, engineering-led culture with strong open-source roots.
  
• Competitive compensation, meaningful equity, and flexible work arrangements.