Director of Customer Success Engineering at Foxglove Studio

San Francisco, California, United States -

Full Time

Start Date

Immediate

Expiry Date

16 May, 26

Salary

250000.0

Posted On

15 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Strategy, Team Leadership, Net Revenue Retention, Customer Adoption, Churn Reduction, Expansion Opportunities, Customer Lifecycle Framework, Onboarding, Health Scoring, QBRs, Renewal Processes, Account Planning, Voice of the Customer, Product Feedback, Roadmap Influence, Playbook Development

Industry

Software Development

Description

Build the data infrastructure for robots operating in the real world. Robotics is moving from research labs into production across factories, warehouses, vehicles, and field deployments. When robots fail, behave unexpectedly, or need to be improved, engineers rely on data to understand what actually happened. At Foxglove, we build the observability, visualization, and data infrastructure that makes that possible. Our tools are used by robotics and autonomous systems teams to ingest, store, query, replay, and analyze massive volumes of multimodal sensor data from live systems and from production fleets. About the role Foxglove is used by some of the biggest names in the robotics industry, across verticals such as warehouse automation, autonomous driving, agriculture, and deep sea exploration. Our customer base is growing fast, and we're looking for a Director of Customer Success to build and lead the function responsible for driving customer adoption, retention, and expansion. This is a foundational leadership role. You will define the customer success strategy, build the team, and establish the processes and metrics that ensure our customers get maximum value from the Foxglove platform. You will work closely with Sales, Product, and Engineering to create a seamless post-sales experience and drive net revenue retention. Our ideal candidate has built and scaled customer success teams at technical, developer-focused B2B SaaS companies. Prior experience with robotics is not necessary, but you must understand the unique dynamics of selling to engineers and technical buyers, and know how to translate product adoption into measurable business outcomes. You should thrive in a fast-paced startup environment and be comfortable operating as both a strategist and an individual contributor as the team scales. Key Responsibilities Lead and scale our Customer Success team, including hiring CSEs and defining team structure. Own net revenue retention, including driving adoption, reducing churn, and identifying expansion opportunities across the customer base. Design and implement a customer lifecycle framework, including onboarding, adoption, health scoring, QBRs, and renewal processes. Partner closely with Sales and Solutions Engineering on handoffs, account planning, and expansion motions. Act as the voice of the customer internally, working with Product and Engineering to surface feedback, prioritize feature requests, and influence the roadmap. Develop scalable playbooks, tooling, and automation to drive efficiency as the customer base grows. Establish and track key CS metrics (NRR, GRR, health scores, time-to-value, NPS) and report regularly to executive leadership. Personally manage a portfolio of our most strategic accounts. Collaborate cross-functionally with Marketing on customer advocacy, case studies, and references. What we're looking for 7+ years of experience in customer success, account management, or related post-sales roles in B2B SaaS 3+ years of experience building and managing customer success teams within developer-focused SaaS companies Proven track record of driving net revenue retention above 120% Experience working with technical products sold to developers or engineering teams Strong analytical skills with experience using data to drive decisions and build health scoring models Ability to communicate effectively with everyone from IC engineers to C-level executives Experience building out processes, playbooks, and documentation from scratch Comfort operating in a fast-paced startup environment with ambiguity Bonus Points: Experience in the robotics or autonomous vehicles industry; familiarity with Foxglove or similar observability/visualization tools What we offer $300 monthly budget towards commuter benefits Competitive equity grant in a Series B company Medical, Dental, Vision, and Term Life insurance coverage at 100% for employees and 75% for dependents 401(k) matching up to 4% 4 weeks vacation, plus holidays and winter break All expenses paid company off-sites 1-2x per year Why Join Us Impact: Own growth at a fast-growing, high-leverage moment for the company. Mission: Accelerate the development of the next generation of robotics and embodied AI. Team: Work with world-class engineers, designers, and researchers passionate about open-source and developer tools. Ownership: Drive initiatives end-to-end, with high autonomy and visibility.

Responsibilities

This foundational leadership role involves building and leading the Customer Success function to drive customer adoption, retention, and expansion by defining strategy, building the team, and establishing necessary processes and metrics. Key duties include owning net revenue retention, designing the customer lifecycle framework, and acting as the voice of the customer to influence product development.