Head of Customer Success and Support

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Take charge of strategic accounts within enterprise organizations, financial institutions, and vendor partnerships.

• Oversee, recruit, and mentor a small customer success and support team while retaining direct ownership of accounts.

• Develop and execute onboarding playbooks, service level agreements, escalation protocols, and ticketing workflows.

• Create account health scoring to enhance visibility into customer adoption, engagement, value, and renewal risks.

• Recognize renewal risks at least 120 days in advance and collaborate with Sales to formulate response strategies.

• Collaborate with Sales on renewals, pricing negotiations, and opportunities for expansion.

• Conduct quarterly business reviews and impact assessments to demonstrate the value provided to community partners.

• Perform evaluations with vendors to assess outcomes and enhance their participation in the marketplace.

• Manage escalations and ensure prompt resolutions across internal teams.

• Assist customers in navigating enterprise security reviews, vendor risk assessments, procurement processes, and contract cycles.

• Provide actionable insights from customers and vendors to the Product and Engineering teams.

• Utilize CRM, support tools, and AI to enhance service consistency and enable the team to effectively support a larger customer base.

• Within 90 days, implement core customer success and support processes along with service level agreements.

• During the first year, ensure every account has a health score, meet established net revenue retention targets, and identify risks early enough to take proactive measures before renewal.

⛳️ Requirements

• Minimum of 6 years of experience in customer success or account management, including at least 3 years managing enterprise accounts.

• Proven experience in leading a team while also managing customer relationships personally.

• A history of building or revamping customer success or support functions in a startup setting.

• Strong communication skills with C-suite executives, managing directors, and other senior stakeholders.

• Experience in managing complex escalations and coordinating solutions across different departments.

• Knowledge of enterprise security reviews, vendor risk assessments, procurement, and contract and renewal processes.

• Commercial acumen and comfort in engaging in renewal, pricing, and expansion discussions.

• Ability to leverage customer data to assess account health and prioritize actions effectively.

• Proficiency in CRM and support tools such as Attio and Intercom, along with practical experience using AI for scaling support.

• Availability for a full-time role with significant overlap with US Eastern business hours.

• Experience in financial services or fintech is a plus.

• Background in supporting banks, investment firms, or enterprise partner programs is a plus.

• Familiarity with marketplaces that cater to both community partners and vendors is a plus.

• A network within the venture capital or private equity ecosystem is a plus.

🏝️ Benefits

• Fully remote position available anywhere in the United States or Canada.

• Long-term opportunity designed for individuals looking to build and grow alongside the company.

• Direct collaboration with leadership, Sales, Product, and Engineering teams.

• Ownership of strategic accounts and the customer success operational framework.

• Opportunity to lead, develop, and mentor a small team.

• Equity participation.