Job Title: Lead of Customer Support
The Role As Lead CS, you'll be both a builder and hands-on operator. You'll own key client relationships directly, while shaping the processes and playbooks that will let our CSM function scale. You'll be the first hire in this function - the de-facto authority on CSM strategy from day one, setting the standard others follow as the team grows. This is a high-ownership role for someone who wants to grow into a Head of CSM position as the team expands, with real influence over how CSM is structured from the ground up.
Responsibilities
- Own a portfolio of key client relationships, driving retention, expansion, and satisfaction.
- Prioritize and manage the ongoing stream of customer requests, ensuring fast, clear, and effective resolution.
- Make key decisions on client prioritization, escalation handling, and resource allocation without needing sign-off on every call.
- Build and document CSM processes, playbooks, and best practices — the foundation the function scales on.
- Be directly involved in shaping how the CSM function is structured, staffed, and measured as it grows, including hiring the next CSM(s).
- Represent the CSM function in leadership/strategy discussions, bringing client insight directly into product and business decisions.
- Partner with Sales, Product, Data, and Engineering to ensure clients achieve their business goals through our platform.
- Define and track key CSM KPIs and report progress to leadership.
- Collect and synthesize client feedback to influence the product roadmap and prioritize features that improve value delivery.
Requirements
- 3-5+ years of experience in Customer Success, Account Management, or related functions.
- Track record of being the go-to expert or point person on your team, even without formal reports — people come to you for judgment calls.
- Experience managing enterprise or high-growth startup clients with complex needs.
