Customer Success Lead New York City, Full Time

New York City (in-office 4-5 days per week) About Glidepath Glidepath is the agentic AI platform purpose-built for multi-unit franchise success, from brand discovery through portfolio management. For prospective franchisees: Our AI agents identify the right franchise opportunities and help you navigate the path to building a successful multi-unit portfolio. For current operators: Our AI agents automate workflows, uncover insights, and identify new opportunities. For brands: Our AI agents connect you with a qualified pipeline of ambitious franchisees while automating time-consuming franchise development processes. Franchising is a massive industry with over 800,000 locations in the US, nearly a trillion dollars in annual consumer spend, and a rapidly growing footprint internationally. Multi-unit operators account for over 50% of all franchise locations, yet the tooling and infrastructure to build and scale these portfolios is fragmented and outdated. We're changing that, backed by leading investors, angels, and franchise industry leaders. About the Role We're looking for a Customer Success Lead to own the post-sale experience for our customers and build the Customer Success function from the ground up. Our customers across different franchise industry stakeholder groups depend on Glidepath to manage, scale and optimize their businesses, and your job is to make sure they get real, lasting value from the Glidepath platform and our agents. This is a foundational early role with significant scope. You'll partner closely with customers, the GTM team, and our Engineering and Product teams to drive onboarding, adoption, retention, and expansion — and continue to scale Customer Success at Glidepath as we grow. What You'll Do Own the end-to-end customer journey post-sale — onboarding, adoption, retention, and expansion. Partner closely with Forward Deployed Engineering on the handoff from initial deployment to ongoing success. Build deep, trusted relationships with operators and franchise brands and become their go-to partner at Glidepath. Drive product adoption and deliver measurable value — surfacing opportunities, unlocking workflow automations, and helping customers get the most out of our AI agents. Build the playbooks, processes, and tooling that scale Customer Success as we grow. Feed structured customer insight back into the Product and Engineering teams to shape the roadmap. Partner with the Go-to-Market team on renewals, references, case studies, and expansion opportunities. Who You Are 6-8 years of customer success experience, ideally building out a Customer Success function or leading a Customer Success team. Strong operator instincts: you're comfortable digging into customer workflows and translating complexity into clear next steps. Excellent communicator: equally comfortable in a room with a franchise operator and in a planning meeting with Product and Engineering. Collaborative: you partner closely with GTM, Product, and Engineering to help customers get the most out of Glidepath and our agents, while channeling customer feedback back to inform our go-forward roadmap and commercial priorities. High ownership mindset: you drive every customer outcome through to the finish and hold yourself accountable to a high standard. Curious and ambitious: you love going deep on customer businesses and turning insight into true customer impact. Bias for action: you move fast to resolve customer issues without waiting for perfect conditions or complete information. AI-native: you use AI tools to amplify your impact and velocity. Even if your current company doesn't lean into AI, you regularly use AI tools personally, and you're eager to work somewhere that leverages AI as a core pillar. Startup or early-stage experience is a plus. Interest in franchising and local businesses is a plus. Why Join Glidepath Meaningful impact: Help support local communities by empowering local operators and elevating great franchise brands. Ownership and responsibility: Own significant pieces of the business and have direct influence on company direction. AI-native: Join a team that is pushing the boundaries of AI capabilities, both for our product and how we operate internally. Strong benefits: Fully-covered healthcare options and unlimited PTO. In-person team: Work alongside the founding team in NYC. #J-18808-Ljbffr