Founding Customer Success Lead

The basics: Maintouch builds AI agents to automate the trillion-dollar marketing agency industry. We’ve grown insanely fast in the last 9 months, and power the growth systems for 50+ of the fastest-growing companies in the world. Marketing is a series of micro-decisions based on responses to data. Maintouch connects to all your marketing data sources to plan and execute growth strategies like an expert would. I grew up working at my family’s marketing agency. We’re taking those learnings and using AI to automate all that work. Lean team of 7. Ex-founders and experts working in person in SoHo, NYC. Why join us? You’ll help build the customer function for what we believe can become the last marketing platform. You’ll work directly with founders, operators, and marketing leaders at some of the fastest-growing companies in the world. Autonomy. You’ll own customer outcomes end-to-end. There are no handoffs, which means no space between you and impact. You run the show. You’ll be the person who turns a fast-moving product and a growing customer base into a repeatable customer success machine. If you eventually want to start your own company, there is no better place to learn how great customers think, buy, complain, renew, expand, and win. What you’ll do Own the customer experience end-to-end. Onboarding, support, education, risk, feedback, process. If it touches the customer, you help make it great. Run frontline support across Slack, email, and our support channels. Customers should feel heard quickly and helped thoughtfully. Triage bugs and product issues. Figure out what’s a real bug, what’s user confusion, what’s a docs gap, and what needs engineering attention. Help customers get to value faster. Especially around first content, publishing, AI visibility, reporting, and agent workflows. Build the help center, onboarding materials, macros, customer comms, and internal playbooks that reduce repeated questions. Talk to customers constantly. Understand what’s working, what’s confusing, what’s breaking trust, and what would make Maintouch indispensable. Use Maintouch with customers. Show them how to use the agent, pressure-test strategy, identify content opportunities, and become more self-serve. Act as the connective tissue between customers, product, engineering, and operations. Make sure customer pain turns into action. Build lightweight systems for renewals, expansion signals, customer health, priority accounts, and open issues. Fill gaps, unblock problems, and make sure nothing falls through the cracks as we scale. What we’re looking for 2-5 years of experience in customer success, customer support, implementation, account management, or a similar customer-facing role at a SaaS company. High IQ and high EQ. You can understand the product deeply and handle customers with patience, clarity, and good judgment. Strong writer. You can turn messy customer context into crisp tickets, docs, emails, and Slack updates. Naturally technical and curious. When something breaks, your first instinct is to figure out why, not just elevate it. Calm under pressure. You can handle annoyed customers, ambiguous issues, and fast-moving internal priorities without spiraling. Systems-minded. If you answer the same question three times, you build a doc, macro, checklist, or workflow. Creative and resourceful. You don’t wait for a playbook. You write one, test it, and rewrite it whenever needed. Comfortable with ambiguity and rapid change. Bonus if you have experience with SEO, content marketing, CMS workflows, growth teams, or marketing agencies. About the process We move fast: screener -> behavioral -> customer scenario / case study -> in-person -> offer. Start date ASAP. No remote. No students. If this sounds exciting, we’d love to chat. #J-18808-Ljbffr Socket.dev