Head of Customer Success - Start Up - NYC

Job Description

HEAD OF CUSTOMER SUCCESS — NYC START-UP

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We're looking for a Head of Customer Success who has already built, scaled and improved a CS function — and now wants genuine ownership.

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If you've spent the last few years leading post-sales in a high-growth SaaS + usage-based business, this could be the one.

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This isn't a role for someone who wants to inherit a mature CS organisation and maintain the status quo.

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The business is growing extremely quickly: thousands of clients, millions of users and a huge volume of inbound demand. There's already a small CS team in place. Your job is to take what's there and turn it into a world-class post-sales function.

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What we're looking for

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• You have spent the majority of your career on the post-sales side of SaaS .
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• You've led CSMs, managed customer portfolios at scale and understand the commercial side of Customer Success — retention, expansion, onboarding, engagement and building processes that actually work.
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• Ideally, you've operated in a usage-based business model, where customer activity, adoption and volume genuinely matter.
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• You know what good looks like — and you're comfortable getting into the detail to make it happen.
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• Start-Up experience/SaaS
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• More importantly, you're someone who leads with conviction .
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You'll own

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• The entire post-sales / Customer Success function
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• A small existing team of CSMs — coaching, developing and raising the bar
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• Onboarding, adoption, retention and expansion
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• Processes and tooling that allow the team to handle significant inbound volume
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• CS metrics, reporting and performance
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• growing the team as the business scales
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• Building the strategy for what Customer Success needs to look like at the next stage of growth
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This is probably you if...

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• You've led Customer Success teams in a SaaS business
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• Your background is predominantly post-sales rather than purely sales, account management or support
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• You've built or redesigned CS processes rather than simply inheriting them
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• You know how to coach CSMs and make a team materially better
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• You're commercially minded and understand the connection between CS, retention and growth
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• You're decisive, direct and comfortable operating with ambiguity
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• You naturally have a forward lean — you create momentum rather than wait for it
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• You want to build something, not just manage something
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Why this role?

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Because you'll have the opportunity to shape the CS team/operations while the business is still at a stage where your decisions genuinely matter.

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You'll have a team. You'll have customers. You'll have serious volume.

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What you won't have is a 50-page playbook telling you how to do the job.

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That's the point.

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Manhattan — 5 days in office

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$175K–$225K + Equity

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If you're a post-sales leader who's been waiting for the opportunity to take full ownership of Customer Success and build the next version of the function, I want to speak with you!

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