Head of Customer

Air is a Creative Ops System for creative teams. Our product automates the mindless tasks that creatives and marketers do every day to manage content and unlocks creativity through image recognition, automated versioning, and approval workflows. We launched in March 2021 and have raised +$70m from world-class venture capital groups including Avenir, Tiger Global, Headline Ventures, Lerer Hippeau, WndrCo, and Slack Ventures.

This role requires in-office attendance at least 3 days/week in New York City.

The Role

As the leader of the Customer team, this individual will manage customer success, onboarding, and support. They will be responsible for scaling our retention, engagement, and expansion motions. Through this work, they will develop valuable insights that directly influence our product roadmap and positioning.

A strong candidate will immediately bring in their customer playbook and refine our ongoing efforts to scale up market. This player-coach role requires managing a book of business while leading the team. Air has over 2,000 customers, and this candidate will be instrumental in systematizing processes and driving the function forward. Along with their team, they will hold all customer relationships and implement more efficient customer support and success strategies with a focus on strategic expansion and growth. This includes establishing quotas related to Net Dollar Retention (NDR) to drive the team to actively seek expansion opportunities. As a product-led business, an appreciation for community is critical and the ability to effectively collaborate with the product team is imperative.

Lead Customer Strategy

• Own the end-to-end customer journey and continuously refine playbooks to scale operations across customer onboarding, support, and success.
• Manage customer relationships and lead by example, setting and maintaining a high bar for customer relationship management.
• Leverage customer feedback and data analytics to inform product development and enhance the overall customer experience.

Drive Net Retention Growth

• Partner cross-functionally with sales, product, and analytics teams to create and optimize the upsell / cross-sell strategies.
• Increase product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
• Build QBRs / renewal planning playbooks and maintain a constant pulse on customer health to proactively identify expansion opportunities and churn risks.

Scale Customer Operations

• Establish and report on Customer team KPIs and forecast, ensuring alignment with company goals and objectives.
• Systematize processes and ensure the entire Customer team has the necessary tools, resources, and training to effectively manage customer relationships and drive success.

Requirements

• You have 6-10+ years of experience leading go-to-market functions within a fast-growing SaaS environment with a focus on customer and post-sales motions.
• You are customer-centric at your core and are a champion for our customers; are passionate about understanding your customers’ organizations, business priorities, and sources of value.
• You are commercially minded and confident owning and delivering on expansion and revenue targets.
• Proven ability to take concepts and ideas to execution and close, embracing both big-picture objectives and following through on details.
• Problem solver; you don’t accept the status quo and are always looking for creative solutions.
• Systems thinker who thrives in fast-paced, data-driven environments; comfortable operating online and in-sync with cross-functional teams.
• Excellent communicator with a knack for always finding the right tone.
• Demonstrated record of entrepreneurial achievement and/or leadership a plus.

How We Work at Air

• Act like a driver: Take initiative and ownership without waiting to be told.
• Work in public: Share ideas openly, get feedback early, and collaborate across teams.
• Play to win: Aim high and bring creativity, adaptability, and focus to your work.
• Say the hard thing: Give and receive feedback with clarity and respect.
• Disagree and commit: Debate honestly, then align quickly to move forward together.

Benefits

Why Air?

• Growth and Impact: Join a rapidly scaling company with a mission to transform the creative ops space. Your work will have a direct, tangible impact on [our ARR growth].
• Comprehensive Benefits: We offer competitive medical, dental, and vision insurance, along with dependent coverage. You’ll also enjoy a generous work-from-home stipend, professional development reimbursement, and unlimited vacation days.
• Commitment to Diversity: We believe in the power of diverse perspectives and strive to create an inclusive culture that welcomes individuals from all backgrounds and experiences.
• Competitive Compensation: The expected total compensation (OTE) for this role is USD $152,000-261,000 + equity.

At Air, we’re committed to building a world-class team and helping every individual reach their full potential. If you're passionate about solving big problems and growing with an innovative company, we’d love to meet you!