Head of Customer Success & Support.

Accountabilities

• Personally manage strategic accounts across enterprise organizations, financial institutions, and vendor partners, building trusted relationships with senior stakeholders.

• Lead, hire, coach, and develop a small Customer Success and Support team while maintaining direct ownership of key customer relationships.

• Build and improve customer success and support operations, including onboarding playbooks, service level agreements, escalation paths, and ticketing workflows.

• Establish account health scoring and reporting to monitor adoption, engagement, customer value, and renewal risk.

• Identify renewal risks at least 120 days in advance and coordinate proactive mitigation plans with Sales.

• Partner with Sales on renewals, pricing discussions, and account expansion opportunities.

• Lead quarterly business reviews and impact reviews, demonstrating the value delivered to community partners.

• Conduct vendor performance reviews to assess outcomes and strengthen marketplace participation.

• Own customer escalations and coordinate timely, effective resolutions across internal teams.

• Support customers through enterprise security reviews, vendor risk assessments, procurement requirements, and contract cycles.

• Bring actionable customer and vendor feedback to Product and Engineering to inform platform improvements.

• Use CRM systems, support platforms, and AI tools to improve service consistency, operational efficiency, and the team's ability to scale.

• Establish clear success measures and operating processes, with core customer success workflows and service level agreements in place within the first 90 days.

• Drive first-year outcomes including account health scoring across the customer base, achievement of agreed net revenue retention targets, and early identification of strategic account and vendor risks.

Requirements:

• At least 6 years of experience in Customer Success or Account Management, including a minimum of 3 years managing enterprise accounts.

• Demonstrated experience leading a team while personally managing strategic customer relationships.

• Proven track record of building, improving, or scaling a Customer Success or Support function in a startup environment.

• Confidence communicating with C-suite executives, managing directors, and other senior decision-makers.

• Strong experience managing complex customer escalations and coordinating solutions across multiple departments.

• Familiarity with enterprise security reviews, vendor risk assessments, procurement processes, and contract and renewal cycles.

• Commercial acumen and experience contributing to renewal, pricing, and expansion conversations.

• Ability to use customer data and account health indicators to identify risks, prioritize action, and improve retention.

• Proficiency with CRM and customer support platforms such as Attio and Intercom, as well as practical experience using AI to scale support operations.

• Strong leadership, communication, relationship management, and problem-solving skills.

• A hands-on, structured approach, with the ability to balance strategic planning, team development, and day-to-day customer needs.

• Availability for a full-time commitment with substantial overlap with US Eastern business hours.

• Nice to have: Experience in financial services or fintech, supporting banks or investment firms, managing enterprise partner programs, or working with marketplaces serving both community partners and vendors.

• Additional advantage: An established network within the venture capital or private equity ecosystem.

Benefits:

• Fully remote opportunity, open to candidates anywhere in the United States or Canada.

• Long-term, full-time growth opportunity structured through a contractor agreement.

• Direct collaboration with company leadership and cross-functional teams, including Sales, Product, and Engineering.

• Ownership of strategic customer relationships and the overall Customer Success and Support operating model.

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

• Significant influence over customer onboarding, support processes, account health measurement, renewals, and expansion strategy.

• Opportunity to grow with a scaling SaaS business and make a measurable impact on customer retention and revenue.