Customer Success Lead

About The Company Every business relies on accounting, yet much of the software supporting accounting and finance teams was built decades ago and has not kept pace with advances in automation, data infrastructure, and AI. About The Company Every business relies on accounting, yet much of the software supporting accounting and finance teams was built decades ago and has not kept pace with advances in automation, data infrastructure, and AI. Modern accounting teams are dealing with increasingly complex financial data, fragmented systems, and manual workflows. This company is building a modern accounting and finance platform designed to bring together data, automation, workflows, and AI to help teams operate more efficiently and gain better visibility into their financial information. The company has strong product-market fit, a growing customer base, and backing from leading technology investors. About The Role We are looking for a leader to own Customer Success and build the function responsible for customer health, adoption, retention, and renewals. This person will own the function end-to-end, including the operating model, team, processes, and key customer outcomes. The ideal candidate is both strategic and highly hands‑on, comfortable building systems while staying close to customers and the team. What You'll Do Build and own a high-performing post-sales Customer Success function focused on customer satisfaction, adoption, retention, and long‑term value. Develop strong customer champions and help identify opportunities for customer references, case studies, and executive relationships. Build and mature the Customer Success operating system, including health scoring, QBR cadence, escalation processes, retention playbooks, executive sponsor programs, dashboards, and review cadences. Own gross dollar retention and establish clear definitions and processes for healthy, at‑risk, and potentially churning customers. Develop retention and intervention strategies for each stage of the customer lifecycle. Define what successful activation and adoption look like across products and customer segments. Improve time to value and drive effective change management throughout implementation and ongoing adoption. Hire, coach, and develop Customer Success team members as the company continues to grow. About You 8+ years of professional experience, including at least 3 years directly managing a team of approximately 3 to 8 people. Experience owning hiring, headcount planning, performance management, and team development. Demonstrated experience building or significantly developing a customer‑facing function rather than simply inheriting an established process. Your background may come from Customer Success, Implementation, Solutions, Product, consulting, or another customer‑facing operating role where you owned similar responsibilities. Experience directly owning measurable customer outcomes such as gross dollar retention, gross revenue retention, net dollar retention, activation, time to value, expansion, or similar metrics. Strong systems thinker who can design repeatable processes around customer signals, ownership, playbooks, dashboards, escalation paths, and operating cadences. Comfortable using AI and automation to improve processes and reduce repetitive manual work. Able to communicate credibly with senior accounting and finance leaders, including Controllers and Chief Accounting Officers. Familiarity with accounting, audit, financial systems, implementation, or accounting technology is strongly preferred. CPA is helpful but not required. Comfortable operating as a player‑coach in a smaller, high‑growth environment. This is not a hands‑off leadership position. Nice to Have Implementation or Solutions leadership experience with responsibility for go‑live, adoption, and ongoing customer outcomes. Product Management or Chief of Staff experience within a complex B2B SaaS environment, particularly where the role involved owning a customer‑facing operating motion. Consulting experience followed by an operating role where you managed both a team and measurable business outcomes. Customer Success or Account Management leadership experience within B2B SaaS, with clear examples of improving retention, adoption, or other customer metrics. About You 8+ years of professional experience, including at least 3 years directly managing a team of approximately 3 to 8 people. Experience owning hiring, headcount planning, performance management, and team development. Demonstrated experience building or significantly developing a customer‑facing function rather than simply inheriting an established process. Your background may come from Customer Success, Implementation, Solutions, Product, consulting, or another customer‑facing operating role where you owned similar responsibilities. Experience directly owning measurable customer outcomes such as gross dollar retention, gross revenue retention, net dollar retention, activation, time to value, expansion, or similar metrics. Strong systems thinker who can design repeatable processes around customer signals, ownership, playbooks, dashboards, escalation paths, and operating cadences. Comfortable using AI and automation to improve processes and reduce repetitive manual work. Able to communicate credibly with senior accounting and finance leaders, including Controllers and Chief Accounting Officers. Familiarity with accounting, audit, financial systems, implementation, or accounting technology is strongly preferred. CPA is helpful but not required. Comfortable operating as a player‑coach in a smaller, high‑growth environment. This is not a hands‑off leadership position. Nice to Have Implementation or Solutions leadership experience with responsibility for go‑live, adoption, and ongoing customer outcomes. Product Management or Chief of Staff experience within a complex B2B SaaS environment, particularly where the role involved owning a customer‑facing operating motion. Consulting experience followed by an operating role where you managed both a team and measurable business outcomes. Customer Success or Account Management leadership experience within B2B SaaS, with clear examples of improving retention, adoption, or other customer metrics. #J-18808-Ljbffr Silicon Valley Search Group