About the role

Head of Customer Success owning strategic accounts and support operations for a SaaS vendor marketplace. Leading teams, onboarding, health scoring, renewals, and expansion.

Responsibilities

Personally manage strategic accounts across enterprise organizations, financial institutions, and vendor partners.
Lead, hire, and coach a small customer success and support team while maintaining direct account ownership.
Build and implement onboarding playbooks, service level agreements, escalation paths, and ticketing workflows.
Establish account health scoring to create visibility into adoption, engagement, value, and renewal risk.
Identify renewal risks at least 120 days in advance and coordinate response plans with Sales.
Partner with Sales on renewals, pricing discussions, and expansion opportunities.
Run quarterly business reviews and impact reviews that show community partners the value they receive.
Conduct performance reviews with vendors to assess outcomes and strengthen their marketplace participation.
Own escalations and coordinate timely resolutions across internal teams.
Help customers navigate enterprise security reviews, vendor risk assessments, procurement requirements, and contract cycles.
Bring actionable customer and vendor insights to Product and Engineering.
Use CRM, support tools, and AI to improve service consistency and help the team support more customers effectively.
Within 90 days, put core customer success and support processes and service level agreements live.
During the first year, ensure every account has a health score, achieve agreed net revenue retention targets, and surface risks early enough to act before renewal.

6+ years of customer success or account management experience, including at least 3 years managing enterprise accounts.
Experience leading a team while personally managing customer relationships.
A track record of building or overhauling a customer success or support function in a startup environment.
Confidence communicating with C suite executives, managing directors, and other senior stakeholders.
Experience handling complex escalations and coordinating solutions across departments.
Familiarity with enterprise security reviews, vendor risk, procurement, and contract and renewal cycles.
Commercial judgment and comfort participating in renewal, pricing, and expansion conversations.
Experience using customer data to understand account health and prioritize action.
Proficiency with CRM and support platforms such as Attio and Intercom, plus practical use of AI to scale support.
Availability for a full time commitment with strong overlap with US Eastern business hours.
Financial services or fintech experience is nice to have.
Experience supporting banks, investment firms, or enterprise partner programs is nice to have.
Experience with marketplaces serving both community partners and vendors is nice to have.
A network within the venture capital or private equity ecosystem is nice to have.

Fully remote from anywhere in the United States or Canada.
Long term opportunity designed for someone who wants to build and grow with the company.
Direct collaboration with leadership, Sales, Product, and Engineering.
Ownership of strategic accounts and the customer success operating model.
Opportunity to lead, develop, and help grow a small team.
Equity