Customer Success Lead

Strativ Group; New York (NY); On-site; USD 180,000 - 280,000; Full time

Benefits offered by this job

Equity

Competitive compensation

Job summary

Strativ Group in New York is seeking the first dedicated Customer Success Lead to shape how we partner with customers after they sign. You will define the operating model, coach and grow a high-performing team, own retention, and become a key voice in how our customers adopt and expand across our platform.

This is an opportunity to join a company with exceptional product-market fit, work alongside world-class founders and operators, and build a function that will become critical to the company's

Qualifications

• Built or scaled a customer-facing function in a high-growth SaaS business.
• Accountable for measurable outcomes like Gross Dollar Retention, Net Revenue Retention, adoption or expansion.
• Managed and developed high-performing teams.
• Thrived in fast-moving startup environments.
• Enjoy solving ambiguous problems and designing systems from first principles.
• Comfortable working directly with executive stakeholders and complex B2B customers.

Responsibilities

• Lead and develop their Customer Success team in New York.
• Own customer health, retention and long-term success.
• Build scalable playbooks, operating rhythms and success metrics.
• Create health scoring, QBR frameworks, escalation paths and customer lifecycle programmes.
• Partner closely with Product, Sales and Implementation to improve adoption and expansion.
• Coach Customer Success Managers while remaining close to strategic customer relationships.
• Help define what exceptional customer success looks like as we continue to scale.
• Play a key role in launching new products to our existing customer base.

Job description

Build the Customer Success function, not just manage it.

Most Customer Success leadership roles ask you to inherit a mature team and optimise around the edges.

This isn't one of them.

We're looking for someone who wants to build.

As our first dedicated Customer Success Lead, you'll shape how one of the fastest-growing AI companies partners with customers after they sign. You'll define the operating model, coach and grow a high-performing team, own retention, and become a key voice in how our customers adopt and expand across our platform.

This is an opportunity to join a company with exceptional product-market fit, work alongside world-class founders and operators, and build a function that will become critical to the company's long-term success.

If you're happiest creating systems, solving problems and building teams rather than maintaining existing processes, I'd love to speak with you.

The Organization

Every company relies on accounting, yet most finance software hasn't evolved in years. My client is changing that - using AI to automate complex accounting workflows and become the trusted financial data platform for high-growth businesses.

The company has strong product-market fit and have already signed some of the most notorious, household names in the tech market. Huge investment, backed by the best and have no plans to slow down...

What you'll own

This is a genuine leadership role with significant autonomy.

You'll:

• Lead and develop their Customer Success team in New York.
• Own customer health, retention and long-term success.
• Build scalable playbooks, operating rhythms and success metrics.
• Create health scoring, QBR frameworks, escalation paths and customer lifecycle programmes.
• Partner closely with Product, Sales and Implementation to improve adoption and expansion.
• Coach Customer Success Managers while remaining close to strategic customer relationships.
• Help define what exceptional customer success looks like as we continue to scale.
• Play a key role in launching new products to our existing customer base.

You'll have real influence over how the organisation operates - not simply execute someone else's vision.

What we're looking for

We're much more interested in builders than title.

You might already lead Customer Success.

You might currently lead Implementations.

You may have built Professional Services.

You may even come from Strategy, Consulting or Chief of Staff, provided you've owned customer outcomes.

What matters is that you've:

• Built or significantly scaled a customer-facing function in a high-growth SaaS business.
• Been accountable for measurable outcomes like Gross Dollar Retention, Net Revenue Retention, adoption or expansion.
• Managed and developed high-performing teams.
• Thrived in fast-moving startup environments.
• Enjoy solving ambiguous problems and designing systems from first principles.
• Are comfortable working directly with executive stakeholders and complex B2B customers.

Experience selling into finance, accounting or the Office of the CFO is highly desirable, although we're open to adjacent fintech backgrounds where you've developed strong commercial and customer credibility.

You’ll enjoy this role if you...

• Like building more than maintaining.
• Prefer ownership over process.
• Want to influence company strategy rather than simply manage a team.
• Enjoy rolling up your sleeves with customers.
• Are energised by ambitious goals and high standards.
• Want your next role to materially accelerate your leadership career.
• Build a function with genuine ownership.
• Partner directly with experienced founders and senior leadership.
• Join a business with outstanding customer traction.
• Launch new AI products into an engaged customer base.
• Work alongside exceptionally high-calibre colleagues.
• Meaningful equity alongside competitive compensation.
• A career-defining opportunity to shape one of the most important functions in the business.

We're looking for someone who gets excited by creating the playbook others will follow.