Foxglove

Build and lead the customer success team, drive customer retention and expansion, and collaborate with product and engineering teams. | 7+ years in customer success or account management in SaaS, 3+ years managing teams, proven ability to drive revenue retention, and experience with technical products for developers. | 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.

Manage client accounts, develop and execute communication strategies, foster media relationships, and mentor team members. | Requires 4+ years of PR agency experience in hospitality, strong media relationships, management skills, and a passion for hospitality. | The Position: Foxglove Communications is seeking an earnest and hardworking Account Supervisor to join our team. In this position, you’ll work closely alongside Account Coordinators, Account Executives, Account Directors, and Vice Presidents on a rapidly growing list of acclaimed hospitality clients that span hotels, bars, restaurants, spirits brands, and culinary events across the country. The ideal hire excels at consistently providing thoughtful communication in a fast-paced, autonomous environment. Those who enjoy a small-company feel and who are drawn to a service-based and hospitality-driven culture should apply.* • Note: Candidates must be based in New York City, Austin, or Houston. You will work a hybrid schedule and will be required to have on-site presence at frequent client meetings, media appointments, and events. Who We Are: Foxglove is a communications consultancy with expertise in brand strategy, PR and marketing. Foxglove was founded by Gia Vecchio, a strategist and storyteller with over a decade of experience across hospitality, travel, beverage, and fashion brands that range from savvy startups to global, household names. What We Do: Brand Positioning • Marketing Strategy • Media Relations • Media Training • Activation • Content Creation • Social Strategy • Partnerships • Hospitality Consulting https://www.foxglovecommunications.com Title: Account Supervisor Salary: $70,000 - $95,000 Responsibilities: • Thoughtfully manage client business for a robust roster of accounts • Proactive management of accounts under your purview, serving as a project manager and/or day-to-day lead; lean into supervisors for guidance as needed to service the account daily to company standards including: • Overseeing strategic planning, executing communications plans, pitching and client reporting - with guidance but little oversight from senior management • Demonstrating ownership and accountability towards meeting results and fulfilling the SOW for assigned clients; develop and maintain strong client relationships • Serve as a shepherd of company culture internally as well as externally in how we service our clients and engage with the media and the broader hospitality industry • Support of new business proposals and meetings with prospective clients • Oversee and support assigned direct reports, including team members at the Senior Account Executive, Account Executive, Account Coordinator, and/or Intern levels • Proactively take the lead on developing review materials and providing ongoing feedback, fostering a growth path for direct reports; identifying problems and posing solutions before they result in external issues or harm the company; and addressing performance challenges–consulting manager for input and review approvals • Actively contribute to Management meetings, developing internal tools, resources, and standard operating procedure (SOP) documents, and fostering the company culture • Cultivating and maintaining media relationships as well as broadening those relationships to benefit direct reports and the agency as a whole; visiting clients and making beneficial new relationships for Foxglove overall; with a strong focus on national media • Maintaining awareness of key media awards, events and festivals, cultivating deep relationships with organizers to leverage clients and the agency; ensuring appropriate clients and the agency are submitted; participating in the upkeep of tracking documents • Media industry immersion and monitoring of key media outlets; reading and researching local media, relevant lifestyle + food magazines, online outlets and influencers; ensuring media lists are current and effective • Lead PR initiatives and in-market activations, including deskside appointments, interviews, FAM trips, media events in markets across the U.S. • Manage event organization, managing lists, invitations, and run-of-shows • Research, write, edit and distribute press materials; and mentor direct reports in doing the same • Draft and disseminate agendas, press kit materials, client bios, website copy and curated pitches • Oversee and maintain account reporting and thoughtfully share results • Lead ideation for campaigns, strategic events, and partnerships • Recognize and bring client issues to supervisor’s attention with a proposed solution(s); ability to navigate smaller client issues independently • Establish trusted partnerships with peers, clients, and media; create channels of communication to keep them informed and support the success of accounts and campaigns • Interview prospective candidates and lead onboarding process Requirements: • 4+ years PR agency experience, directly related to the hospitality field, is a must • Bachelor’s degree • Passion for hospitality and travel • Management experience and track record of successfully training and developing junior level employees • Active, demonstrable, and strong existing media relationships in the hospitality sector and dedication to developing new media relationships, visiting clients & making beneficial new relationships for Foxglove • Effective pitching skills and results garnered from proactive pitching efforts • Energetic, self-directed, and self-motivated • Exceptional attention to detail • Displays a sense of urgency, ownership and drive to get things done • Excellent presentation skills and ability to connect and work collaboratively with a client team to find creative story angles and target media • Willingness to visit clients and travel for company obligations and to develop new media relationships • Experience successfully driving media relations and thought-leadership campaigns • Strong time management and project management skills • Must be able to occasionally work night/weekend hours for client events • Experience with relevant industry software: Google Suite (Drive, Sheets, Docs, Slides), MuckRack, Asana, CoverageBook, etc. • Social media literacy (past social experience is a plus)