Chief Customer Success Leader

RiseMe; New York (NY); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Unlimited PTO

16-week fully paid parental leave (20w

Company breaks: last week of August &

Medical PPO Plan with premium covered

30‑day sabbatical every 4 years

Job summary

North is seeking a Head of Customer Success in the New York area to lead a high-growth CS function. You will own the customer journey from onboarding to renewal, build scalable processes, and establish measurable health and value metrics across strategic accounts.

You will lead a data-driven CS team, partner with Sales, Engineering, and Product, and drive adoption of North’s automation capabilities while shaping a world-class customer experience. Hybrid, based in NYC with a Dumbo office.

Qualifications

• 7+ years in Customer Success, Technical Account Management, Solutions, or related post-sale function.
• Experience leading a CS team or building a CS function in a high-growth environment.
• Proven track record owning retention, renewals, adoption, expansion, and customer health.
• Experience supporting enterprise or technically sophisticated customers.
• Strong understanding of FinOps, cloud infrastructure, DevOps, or infrastructure-heavy SaaS.
• Comfortable with AWS, GCP, and/or Azure concepts and credible with technical stakeholders.
• Highly data-driven, using metrics to analyze customer behavior and identify risk.
• Strong executive presence and ability to build relationships with CTOs, engineering and finance leaders.
• Experience building scalable CS processes from 0→1 and expanding them.
• Hands-on approach; willing to join customer calls, investigate data, and manage escalations.
• Cross-functional operator collaborating with Sales, Engineering, Product and leadership.
• Based in the New York City area and comfortable in our Dumbo office.

Responsibilities

• Own the Customer Success function: set strategy, cadence, priorities, and standards for CS as North scales.
• Own retention and customer health with clear KPIs around retention, adoption, engagement, time-to-value, renewals, expansion, and health.
• Build the customer journey with repeatable onboarding, implementation, adoption, QBRs, renewals, expansion, and executive engagement.
• Lead and develop the CS team; evolve organization, roles, and coverage as the customer base grows.
• Stay close to customers; personally own or remain involved with strategic accounts and executive relationships.
• Drive measurable customer value; demonstrate savings, ROI, and impact beyond product usage.
• Increase product adoption by promoting North's automation capabilities.
• Build dashboards, health scoring, forecasting, risk reporting for leadership visibility.
• Own renewal strategy and partner with Sales on expansions.
• Turn customer feedback into product direction and prioritization of problems.
• Develop scalable playbooks to support a larger customer base.
• Represent customer needs in company-level decision making.

Skills

CS leadership

Executive presence

Cross-functional collaboration

Data-driven

Enterprise customer management

Cloud/FinOps familiarity

Technical stakeholder communication

Tools

Salesforce

HubSpot

Gainsight

Looker

Tableau

Metabase

BigQuery

Snowflake

Job description

North is seeking a Head of Customer Success in the New York area to lead a high-growth CS function. You will own the customer journey from onboarding to renewal, build scalable processes, and establish measurable health and value metrics across strategic accounts.

You will lead a data-driven CS team, partner with Sales, Engineering, and Product, and drive adoption of North’s automation capabilities while shaping a world-class customer experience. Hybrid, based in NYC with a Dumbo office.