Customer Success Lead

About the Company We’re partnering with a high-growth SaaS company that is modernizing a critical business function through data, automation, workflows, and AI. The platform helps finance and operational teams gain more accurate, real-time visibility into business performance while reducing manual processes and inefficiencies. The company has achieved strong product-market fit, works with a number of well-known technology and high-growth businesses, and is backed by leading venture capital firms and experienced operators from successful software companies. The Opportunity This is a unique chance to build and lead Customer Success at a pivotal stage of growth. You’ll own customer retention, adoption, and expansion while developing the systems, processes, and team required to scale a world-class post-sales organization. This role combines strategy and execution. The successful candidate will be responsible for defining the operating model, leading a growing team, and directly influencing key customer outcomes and commercial metrics. Key Responsibilities Own customer health, retention, and long-term success. Build strong executive relationships and create customer advocates. Develop and scale Customer Success processes including health scoring, QBRs, escalation management, and renewal strategies. Own and improve key metrics including gross dollar retention (GDR), retention rates, adoption, activation, and time-to-value. Define customer lifecycle and onboarding best practices. Build, coach, and grow a Customer Success team as the business scales. Partner cross-functionally with Product, Sales, Solutions, and Leadership teams. Ideal Background 8+ years of experience in customer-facing SaaS environments. 3+ years leading and managing CS,Implementations,Consulting, or similar teams. Proven experience building processes and playbooksfrom the ground up. Track record of owning measurable business outcomes such as retention, adoption, renewals, or expansion. Strong operational mindset with experience designing scalable workflows and reporting frameworks. Comfortable engaging senior finance, accounting, or operational stakeholders. Hands-on leader who enjoys both strategic planning and day-to-day execution. Experience leveraging AI and automation to improve efficiency and customer outcomes. Nice to Have Experience in fintech, ERP oraccounting technology. Experience leading teams through hypergrowth and scaling phases. Why Join? Opportunity to build and shape a critical function from an early stage. Competitive compensation & equity. Significant ownership and executive visibility. Strong product-market fit and customer momentum. Backed by experienced investors and operators. High-impact role with clear influence on company growth and customer success outcomes #J-18808-Ljbffr Storm2