Customer Success Lead

Storm2; New York (NY); On-site; USD 150,000 - 230,000; Full time

Job summary

Storm2 is seeking to build and lead Customer Success in New York, owning retention, adoption, and expansion at a pivotal growth stage.

The role defines the operating model, leads a growing CS team, and shapes processes, health scoring, QBRs, and renewal strategies.

You will work cross-functionally with Product, Sales, Solutions, and Leadership to drive measurable business outcomes and accelerate time-to-value.

Qualifications

• 8+ years in customer-facing SaaS environments.
• 3+ years leading and managing CS teams (or similar).
• Proven ability to build processes and playbooks from scratch.
• Track record owning retention, adoption, renewals, or expansion.

Responsibilities

• Own customer health, retention, and long-term success.
• Build executive relationships and develop customer advocates.
• Develop and scale CS processes including health scoring, QBRs, escalation management, and renewal strategies.
• Own and improve metrics such as gross dollar retention, retention rates, adoption, activation, and time-to-value.
• Define customer lifecycle and onboarding best practices.
• Build, coach, and grow a CS team as the business scales.
• Partner cross-functionally with Product, Sales, Solutions, and Leadership.

Skills

Customer Success Leadership

SaaS Customer Success

Operational Excellence

Cross-functional Collaboration

AI & Automation in CS

Job description

About the Company

We’re partnering with a high-growth SaaS company that is modernizing a critical business function through data, automation, workflows, and AI. The platform helps finance and operational teams gain more accurate, real-time visibility into business performance while reducing manual processes and inefficiencies.

The company has achieved strong product-market fit, works with a number of well-known technology and high-growth businesses, and is backed by leading venture capital firms and experienced operators from successful software companies.

The Opportunity

This is a unique chance to build and lead Customer Success at a pivotal stage of growth. You’ll own customer retention, adoption, and expansion while developing the systems, processes, and team required to scale a world-class post-sales organization.

This role combines strategy and execution. The successful candidate will be responsible for defining the operating model, leading a growing team, and directly influencing key customer outcomes and commercial metrics.

Key Responsibilities

• Own customer health, retention, and long-term success.
• Build strong executive relationships and create customer advocates.
• Develop and scale Customer Success processes including health scoring, QBRs, escalation management, and renewal strategies.
• Own and improve key metrics including gross dollar retention (GDR), retention rates, adoption, activation, and time-to-value.
• Define customer lifecycle and onboarding best practices.
• Build, coach, and grow a Customer Success team as the business scales.
• Partner cross-functionally with Product, Sales, Solutions, and Leadership teams.

Ideal Background

• 8+ years of experience in customer-facing SaaS environments.
• 3+ years leading and managing CS,Implementations,Consulting, or similar teams.
• Proven experience building processes and playbooksfrom the ground up.
• Track record of owning measurable business outcomes such as retention, adoption, renewals, or expansion.
• Strong operational mindset with experience designing scalable workflows and reporting frameworks.
• Comfortable engaging senior finance, accounting, or operational stakeholders.
• Hands-on leader who enjoys both strategic planning and day-to-day execution.
• Experience leveraging AI and automation to improve efficiency and customer outcomes.

Nice to Have

• Experience in fintech, ERP oraccounting technology.
• Experience leading teams through hypergrowth and scaling phases.

Why Join?

• Opportunity to build and shape a critical function from an early stage.
• Competitive compensation & equity.
• Significant ownership and executive visibility.
• Strong product-market fit and customer momentum.
• Backed by experienced investors and operators.
• High-impact role with clear influence on company growth and customer success outcomes