Head of Customer Success - Start Up - NYC

initi8 recruitmentManhattan, NY3 days ago

Occupations

Sales Managers First-Line Supervisors of Non-Retail Sales Workers General and Operations Managers

Industries

Custom Computer Programming Services Software Publishers Computer Systems Design Services

HEAD OF CUSTOMER SUCCESS — NYC START-UP We're looking for a Head of Customer Success who has already built, scaled and improved a CS function — and now wants genuine ownership. If you've spent the last few years leading post-sales in a high-growth SaaS + usage-based business, this could be the one. This isn't a role for someone who wants to inherit a mature CS organisation and maintain the status quo. The business is growing extremely quickly: thousands of clients, millions of users and a huge volume of inbound demand. There's already a small CS team in place. Your job is to take what's there and turn it into a world-class post-sales function.

What we're looking for:

You have spent the majority of your career on the post-sales side of SaaS.You've led CSMs, managed customer portfolios at scale and understand the commercial side of Customer Success — retention, expansion, onboarding, engagement and building processes that actually work.
Ideally, you've operated in a usage-based business model, where customer activity, adoption and volume genuinely matter.
You know what good looks like — and you're comfortable getting into the detail to make it happen.
Start-Up experience/SaaSMore importantly, you're someone who leads with conviction.
You'll own
The entire post-sales / Customer Success function
A small existing team of CSMs — coaching, developing and raising the bar
Onboarding, adoption, retention and expansion
Processes and tooling that allow the team to handle significant inbound volumeCS metrics, reporting and performancegrowing the team as the business scales
Building the strategy for what Customer Success needs to look like at the next stage of growth
This is probably you if...You've led Customer Success teams in a SaaS business
Your background is predominantly post-sales rather than purely sales, account management or support
You've built or redesigned CS processes rather than simply inheriting them
You know how to coach CSMs and make a team materially better
You're commercially minded and understand the connection between CS, retention and growth
You're decisive, direct and comfortable operating with ambiguity
You naturally have a forward lean — you create momentum rather than wait for itYou want to build something, not just manage something
Why this role?
Because you'll have the opportunity to shape the CS team/operations while the business is still at a stage where your decisions genuinely matter.
You'll have a team. You'll have customers. You'll have serious volume.
What you won't have is a 50-page playbook telling you how to do the job.
That's the point.📍 Manhattan — 5 days in office💰 $175K–$225K + EquityIf you're a post-sales leader who's been waiting for the opportunity to take full ownership of Customer Success and build the next version of the function, I want to speak with you!

Apply now

Level

ManagerL7

Location

Manhattan, NY

Occupation

Sales Managers

Industry

Custom Computer Programming Services

Posted

3 days ago

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