Founding Customer Success Lead

This is a fully remote position, open to applicants in India.

📋 Description

• Categorize paying accounts into tiers and determine the appropriate coverage for each tier.

• Develop customer health metrics utilizing warehouse data, including ingestion volume, product usage, billing information, support tickets, and engagement levels.

• Create a regular review schedule for top-tier accounts and cultivate relationships with multiple contacts.

• Recognize risks of churn by monitoring usage declines, billing fluctuations, the exit of key contacts, and alerts for inactivity.

• Design and implement retention strategies, including support for cost reductions and escalation processes.

• Conduct analyses on significant churns and downgrades, providing insights to improve product offerings, pricing strategies, and onboarding processes.

• Initiate win-back campaigns targeting previously lost accounts.

• Transition monthly usage-based customers to annual commitments and oversee all related commercial discussions.

• Identify opportunities for expansion across various teams, signals, and environments, collaborating with sales on larger initiatives.

• Manage renewals for customers on annual plans.

• Relay customer requirements to product and engineering teams based on their revenue implications.

• Collaborate with technical support to address escalations.

• Set retention goals in partnership with founders and take ownership of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).

• Conduct weekly account reviews focusing on at-risk accounts, retention efforts, annual conversions, and expansion prospects.

• Directly oversee top-tier accounts while developing scalable customer success playbooks and systems.

• Build and lead the customer success team as the function expands.

⛳️ Requirements

• 6-10 years of experience in B2B SaaS customer success, with at least some experience in a technical product sold to engineers.

• Proven track record of owning a revenue retention metric (GRR, NRR, or renewals).

• Experience in saving and growing customer accounts effectively.

• Familiarity with usage-based or consumption pricing models.

• Experience establishing customer success systems from the ground up, including health scores, business reviews, and playbooks.

• Technical proficiency to engage with Site Reliability Engineers (SREs) and platform engineers, interpret usage dashboards, and write basic SQL or learn it swiftly.

• Commercial acumen to negotiate annual commitments and financial discussions.

• Proven experience managing US-based customers directly, including conducting reviews, handling escalations, and negotiating renewals.

• Ability to overlap with US mornings (India evenings) several times a week.

• Experience leading or mentoring other Customer Success Managers (CSMs); formal management experience is a plus but not essential.

• An engineering background is advantageous.

• Bonus points for experience in setting up a customer success platform or developing health scoring from raw data.

• Experience transitioning customers from monthly to annual plans on a large scale is a bonus.

🏝️ Benefits

• Fully remote work environment.

• Direct collaboration with the founders.

• Opportunity to establish the customer success function from the outset.

• Clear trajectory toward leading the customer success function.

• Global development infrastructure product supported by Y Combinator and prominent Bay Area venture capitalists.