Head of Customer Success

Role Overview

As the Head of Customer Success, you’ll design and build the team, and turn onboarding, success and support into three functions that each run well on their own and hand off cleanly to each other. You own how many customers go live, how fast they get there, whether they stay, and how well we support them along the way.

What You Will Do

Tighten the path from signed contract to go-live, shorten time to go-live with repeatable playbooks, migration templates and better import tooling for the systems customers are leaving, stand up account management after launch, own retention, run save plays on at-risk accounts and work with Sales on expansion, build a dedicated support team with ticket triage, SLAs, a clear escalation path to Engineering, and coverage during the afternoons and evenings when our customers are busiest.

Why It Might Be a Fit

You’ve built or rebuilt a CS function at a Seed to Series B startup, a track record of improving retention and time-to-value for SMB customers at high account volume, hands-on comfort with technical onboarding, clear, warm communication with small business owners who aren’t technical, and you already use AI and automation tools to help a small team do more.

Requirements

• 6+ years in customer success, onboarding/implementation or support at a B2B SaaS company
• at least 3 years managing a team
• built or rebuilt a CS function at a Seed to Series B startup
• track record of improving retention and time-to-value for SMB customers at high account volume
• hands-on comfort with technical onboarding
• clear, warm communication with small business owners who aren’t technical
• already use AI and automation tools to help a small team do more

Benefits

• Base salary: $170,000–$210,000, depending on experience
• Bonus: annual target of 15–20% of base, tied to retention, go-live and support goals
• Equity: a meaningful stock option grant with 4-year vesting and a 1-year cliff
• Location: our New York City office, in person 4 days a week
• Reports to: our CEO and co-founder