Head of Customer Operations Customer Success

Tribevest is entering a pivotal phase of growth, having achieved product-market fit with real revenue and a clear path to Series A. We're building the infrastructure to scale from early growth to a team of 50+ people. The Head of Customer Operations will be central to this journey—owning the customer experience, driving retention, and building the systems that turn satisfied customers into lifelong advocates. About the Role As the Head of Customer Operations, you'll lead our customer success and account management functions, ensuring an exceptional experience at every touchpoint. Reporting directly to the CEO and sitting on the leadership team, you'll shape the future of how Tribevest serves its customers while building scalable processes that support disciplined, high-velocity growth. The ideal candidate thrives in a fast-paced, founder-led environment with shifting priorities and constant momentum. You bring the focus, systems, and accountability that keep growth disciplined—not chaotic. Key Responsibilities Customer Success & Account Management Lead and optimize the customer success and account management teams to deliver an outstanding customer experience Drive retention, engagement, and satisfaction through scalable systems and proactive processes Own the client and investor journey from onboarding through ongoing success, eliminating gaps and fall‑through‑the‑cracks moments Implement processes to accelerate Special Purpose Vehicle (SPV) setup and investor onboarding timelines Embed a service‑first culture that prioritizes direct investor and client support Operational Excellence & Scalability Build and refine internal processes to support efficiency, reduce friction, and foster collaboration Develop KPIs, dashboards, and reporting frameworks to monitor and enhance performance Identify automation and tooling opportunities that enable scalable operations Partner with Product to prioritize platform improvements that enhance customer experience Hire, coach, and retain A‑players; build a high‑performing, mission‑driven team Establish performance management practices and employee development pathways Embed a culture of ownership, continuous improvement, and customer obsession What Success Looks Like Customer Success Operations Metrics: Independent Capital Aggregators (ICAs) doing repeat or multiple SPVs (launching 2nd SPV with same or new sponsor) Supporting KPIs: CSAT and NPS scores from investors and ICAs Net Revenue Retention: Customer success framework in place lifting NRR to 120%+ Operational Efficiency: Streamlined onboarding with race from GLD to Offering Docs Ready within 5 days, and then measuring how long from Offering Docs Ready to SPV Complete (All investors onboarded, wire sent to target deal) Executive Visibility: KPI dashboard live within first 90 days What We're Looking For Required Qualifications You have read and practice The Lean Startup! You apply Lean Startup disciplines to everything you do and it a critical communication tool across the team. 5–8 years in customer success, account management, or operations leadership Demonstrated experience leading customer‑facing teams with strong retention and satisfaction track records Proven ability to build scalable processes and systems in a high‑growth environment Highly organized, detail‑oriented, and adept at managing multiple priorities Adaptable and comfortable working in fast‑moving environments with a bias toward action Strong cross‑functional collaboration and communication skills Builder's mindset: action‑oriented, systems‑driven, and hands‑on Bonus Points For Background in fintech, private equity, venture capital, or real estate investing Familiarity with operational tools like HubSpot, Monday.com, Notion, and Zapier Experience scaling operational functions within a high‑growth or Lean Startup environment Familiarity with EOS/Traction frameworks Performance Bonuses: $10,000 at 6 months and $15,000 at 12 months based on achieving key goals Comprehensive benefits and flexible time off The mandate and resources to help shape a category‑defining company #J-18808-Ljbffr