Head of Enterprise Success

Title: Head of Enterprise Success

Job Description:

Remote

Customer Success

Location: Remote (East Coast US or European timezone preferred) | Reports to: Ben Tyrer, VP People and Operations

Laravel is the clean stack for Artisans and agents. Built on the world's most widely used PHP framework, with 80K+ GitHub stars and over 500 million package installs, Laravel Cloud is the fully managed platform purpose-built for Laravel applications, and the fastest growing part of our business. Cloud ARR is on pace to grow exponentially year on year, and our enterprise product, Private Cloud, is growing with it.

This is not a relationship management role dressed up in a management title. It is a build and scale role. You will join a small, effective team, inherit a book active enterprise customers, and be responsible for putting in place the people, processes, and instrumentation that make our Enterprise Success function systematic, data-driven, and genuinely excellent.

You will manage a team of two Enterprise Success Engineers, growing to three by March 2027 and four by Q3 2027. Each ESE carries a book of customers, deliberately sized to allow the depth of engagement our enterprise customers require, particularly as our platform expands to support multiple languages and frameworks beyond Laravel.

You will report to Ben Tyrer and work closely with James Brooks, Head of Enterprise Enablement, who owns the technical and product side of the enterprise function. Your ESEs surface what customers are doing, struggling with, and asking for. James translates that into the enterprise roadmap. That loop is not a nice to have. It is how we build the right product.

What you will own

The handoff from sales. Every new Private Cloud customer gets a named ESE assigned before or on their first day as a customer. You will formalise this process in partnership with our Head of Solutions Engineering.

Account health infrastructure. You will design and ship a customer health scoring model and a telemetry framework that gives the function meaningful, consistent visibility of how our customers are doing.

The ESE team. You will manage, develop, and grow a team of specialists who are technically fluent, relationship-led, and operationally disciplined.

The product feedback loop. A standing, formal cadence with James that ensures customer signal reaches the enterprise roadmap.

Expansion signal generation. You will build the discipline and logging practice that makes expansion moments visible, documented, and actionable for the sales team.

What you will achieve in your first 30, 60, and 90 days

In your first 30 days, you will not change much. You will spend this period learning the function properly: working alongside ESEs in accounts, sitting in on the sales handoff process end to end, reviewing our customer data, and forming your own clear view of what is working, what is fragile, and what needs to be built first. You will establish a standing cadence with James Brooks within the first two weeks.

By day 60, you will have shipped a working customer health score model. Consistent, agreed, and producing a score for every active Private Cloud customer. You will also have formalised the sales-to-success handoff protocol in writing and agreed it with the sales leadership team.

By day 90, the full telemetry framework is in place. You will have begun producing a regular account health summary for sales and leadership. The product feedback loop with James is running, documented, and evidenced.

Requirements

What we are looking for

• Demonstrable track record of building and scaling a post-sales success function, not just running one
• Experience managing deeply Technical Account Managers or Customer Success Engineers in a SaaS environment
• Technical fluency: not an engineer, but able to earn credibility with ESEs and customers in conversations about infrastructure, deployment, and enterprise engineering problems
• A process builder/ systemiser by instinct
• Clear understanding of why structural separation between post-sales and revenue incentives is an advantage

What we are not looking for

• Someone who has only run a function that was already built
• A pre-sales or solutions engineering profile repurposed into a post-sales role
• Someone who prioritises relationship coverage over operational discipline rather than treating them as the same thing
• A purely commercial CS leader who measures success in renewals and expansion revenue

Benefits

• Health care plan (Medical, Dental, Vision)
• Retirement plan (401k, IRA)
• Life insurance (Basic, Voluntary, AD&D)
• Paid time off (Vacation, Sick, Public Holidays)
• Family leave (Maternity, Paternity)
• Short and long term disability
• Work from home
• Stock option plan