Scenario
All open roles
Nº 03/Customer Success

Head of Customer Success

Team
Customer Success
Type
Full-time
Location
Remote, Europe
Reports to
CEO

The operating lead for every enterprise account after the contract is signed. You turn signed customers into power users, expansion revenue and reference stories, and you build a structured loop that carries customer feedback back into the product. A product expert first: you train custom models live and design workflows inside real production pipelines. You inherit the founders' deep relationships with leading studios and scale them, with a path toward a Chief Revenue Officer (CRO) organization as the company grows. You'll help manage a newly formed team — the Knowledge Architect and Creative Technologist roles are being built out alongside you.

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01 Mission

  • Drive a best-in-class product experience and fast time-to-value, so every account deepens its usage each quarter.
  • Own renewals, expansion and net revenue retention as value-led outcomes, so no enterprise renewal is ever a surprise.
  • Be a hands-on creative and technical partner, held to the same craft bar as the Creative Technologist: you can train a custom model (a LoRA) live alongside a customer's art lead.
  • Inherit and systematize what already works, scaling the founder-led relationship model to many more accounts with playbooks, dashboards and a team.
  • Build the customer-success operating system from scratch at a Series A standard, and close the feedback loop into product with a weekly digest.

02 Scope of ownership

Owns
  • The post-sale relationship for enterprise and strategic mid-market accounts
  • Account health and the early-warning system, built with Revenue Operations
  • Renewals and custom-plan handoffs, with Sales and Revenue Operations
  • The Knowledge Architect and the Creative Technologist — both roles are being built out alongside you as direct reports
Does not own
  • Technical support and QA (owned by the Support team)
  • Building the CRM and billing infrastructure (Revenue Operations)
  • New logos and commercial close (Sales)
  • The marketing narrative and campaigns (Marketing)

03 What we look for

  • A creative or technical B2B background: game tooling, enterprise creative software or developer tools.
  • Hands-on product fluency in a prior role, and experience building a customer-success function from scratch.
  • Deeply AI-native: beyond using creative tools like Scenario, Midjourney or Runway daily, you build your own automation — small agents, scripts or internal tools that make your own workflow faster. You'll have the chance to demonstrate this live in the interview.
  • Billing literacy, references from customers rather than managers, fluent English, and Europe-based.

04 Disqualifiers

  • A traditional SaaS success manager built around check-in cadences and generic review decks.
  • An account manager with relationships but no technical depth.
  • A long success career with no real product fluency.
  • Cannot name specific product details of the last tool they worked on.

05 How we hire1-2 weeks

  1. 01
    COO conversation
    45 min
  2. 02
    CEO conversation
    45 min
  3. 03
    Additional stages if required
    As needed