Head of Customer Success - Start Up - NYC

Job Description

HEAD OF CUSTOMER SUCCESS — NYC START-UP

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

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

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

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.

What we're looking for

• You have spent the majority of your career on the post-sales side of SaaS .
• 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.
• Ideally, you've operated in a usage-based business model, where customer activity, adoption and volume genuinely matter.
• You know what good looks like — and you're comfortable getting into the detail to make it happen.
• Start-Up experience/SaaS
• More importantly, you're someone who leads with conviction .

You'll own

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

This is probably you if...

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

Why this role?

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.

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

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

That's the point.

Details

Manhattan — 5 days in office

$175K–$225K + Equity

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!