Head of Customer Success

About Clark

Clark is building the trust infrastructure for the AI economy.

We're starting with audit and accounting workflows-high-trust environments where reliability, accuracy, and security matter as much as productivity. Our platform helps firms automate complex workflows, deploy AI safely, and modernize how audit teams operate.

We're building a team that combines deep domain expertise, strong customer execution, and AI-native product thinking to redefine how audit gets done.

The Role

We are hiring a Head of Customer Success to own Clark's live customer base and build the foundation for a world-class post-sale organization.

This person will land first, protect the existing customer base from day one, and begin recruiting the customer success bench as Clark scales. You will own customer health, renewals, adoption, implementation quality, and the operating cadence that keeps customers successful.

This is a hands-on leadership role. You should be comfortable both building the function and personally engaging with customers.

Why This Role Matters

Clark's customers are adopting AI in high-trust workflows where accuracy, reliability, and change management are critical.

Customer success is not simply account management. It is how we ensure customers reach value, expand usage, and trust Clark as a long-term partner.

The Head of Customer Success will create the systems, team, and customer operating rhythm needed to protect the live base and scale adoption.

What You'll Do

• Own customer health, retention, renewals, and expansion readiness
• Build and lead the customer success function
• Recruit and manage the first CSMs
• Establish customer health metrics, escalation paths, and renewal processes
• Partner with Audit Engineers on workflow discovery, pilots, and implementation
• Create the weekly operating cadence for live accounts
• Run executive customer conversations and escalation management
• Translate customer feedback into product and engineering priorities
• Partner with Sales on handoffs, expansion, and customer fit
• Build repeatable playbooks for onboarding, adoption, renewals, and QBRs

Who You Are

• 8+ years of customer success, implementation, account management, or post-sale leadership experience
• Experience leading customer-facing teams in B2B SaaS
• Strong operating cadence and customer health discipline
• Able to work directly with executive customers
• Strong project management and cross-functional communication
• Comfortable building from zero while also personally owning key accounts
• High ownership and urgency in a fast-moving startup environment

Bonus

• Experience in audit, accounting, compliance, fintech, or workflow software
• Experience selling or supporting AI-native products
• Experience building customer success at an early-stage startup
• Experience with enterprise implementations and complex stakeholder maps
• Experience hiring and managing CSMs or implementation teams

The Environment

• 5 days a week on-site in NYC - no remote or hybrid
• Startup hours and pace - this isn't a 9-to-5
• Flat structure, no hierarchy - everyone ships
• High ownership - you own outcomes, not just tasks

Benefits

• Unlimited PTO
• Wellhub Platinum membership
• Comprehensive health, dental, and vision coverage
• Free company dinner every day