Customer Success Lead

Come Work At Cactus!

We are the 24/7 AI copilot built specifically for home services companies (plumbing, HVAC, electrical). It answers every call, qualifies leads, follows up, and books jobs, ensuring no opportunity is ever lost, day or night.

We are a team of builders who are not afraid to create products in unconventional ways. The co-founders, Ajith and Avinash, have known each other for over 18 years and are on a life mission to help SMBs become wildly successful.

We are just getting started, and our vision is to build the AI Operating System for home services. If you vibe with this and want to be a part of the team, read on!

About Cactus and the team

We are a well-funded (read our latest funding announcement), YC-backed seed-stage startup with a mission to build the AI Operating System for SMBs. We are still in the early days, and you will help define how our revenue engine scales. We have seen great traction and product-market fit with customers who love what we have built. We are building something meaningful that makes a real impact in the small business space.

We are a no-nonsense team of high-performing contributors and builders, and we wear multiple hats. We are in-person, working out of San Mateo.

Here are the core values and principles that define us:

• Product at Core: Our mission is to go beyond utility, sparking joy and delivering real value with product. We design with the user in mind, ensuring that every interaction is meaningful, intuitive, and delightful.
• One Team Always: We are the best of the best, holding ourselves to the highest standards. We push together for collective success. When one wins, we all win. When one struggles, we all step up to support.
• Being Nice: We default to kindness and respect in every interaction. It is about choosing empathy, practicing patience, and creating a culture where being nice is our natural instinct.
• Focus and Execute: We focus on action and rapid learning, using each experience to drive growth. By building, testing, and refining quickly, we ensure every step brings us closer to a bigger impact.

This is a founding Customer Success Lead role responsible for owning the customer experience end-to-end. You will work directly with our customers to onboard them, ensure successful adoption, and help them realize ongoing value from Cactus. You will be the primary point of contact for customer relationships and play a critical role in retention, expansion, and long-term satisfaction.

You will work closely with the founders, product, engineering, and sales to translate customer needs into clear feedback and actionable improvements. You will help design and refine our customer success motion, including onboarding, support workflows, health metrics, and renewal processes.

This is a high-ownership role with direct visibility into how customers experience Cactus every day. Your work will influence product priorities, GTM strategy, and how we scale customer success as the company grows.

About You

You take pride in helping customers succeed and genuinely enjoy building long-term relationships. You are comfortable working directly with small business owners, office managers, and operations leaders, and can communicate technical concepts in simple, practical terms.

You thrive in early-stage environments where structure is still being built. You are a self-starter manager-of-one who takes ownership of outcomes, identifies gaps, and builds solutions without waiting for direction. You enjoy wearing multiple hats and are excited to help define what great customer success looks like at Cactus.

Experience supporting SMB customers is important. Experience with home services, field services, or trades-based businesses is a strong plus. You must be comfortable working with AI-powered products and helping customers understand how automation fits into their daily workflows.

We care about skill, ownership, and execution. What matters is your judgment, empathy, and ability to deliver real value to customers. If you want to build something that helps real businesses grow, this is the place.

Perks

• Base salary of $100,000-$130,000, with early-stage equity
• Work with an energetic, highly collaborative team full-time, in office in San Mateo, CA
• Small founder-led, no-nonsense environment
• Create real-world impact for home service companies
• Build with autonomy and help write the customer success playbook
• Company off-sites to attractive locations
• Health, dental, life, and vision insurance

How to Apply and the Process

1. Submit your resume here
2. Call with Maya, our AI assistant
3. Write us a short note at ***email_hidden*** on why you are excited about Cactus
4. Call with Ajith to assess sales background and alignment
5. On-site interview to meet the team and walk through real customer scenarios
6. Paid work trial focused on onboarding, customer workflows, or support scenarios
7. Offer