Founding Customer Strategy Lead

Socket.dev; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Socket.dev is seeking a founding hire to manage and understand our rapidly growing customer base. Since launch, we’ve scaled to seven figures in ARR and serve hundreds of customers from startups to Fortune 500s.

You will own the customer function end-to-end, working with our largest customers, driving expansions, supporting pilots, analyzing usage, and translating insights into actionable product strategy.

Qualifications

• A strong generalist who wants to get their hands dirty.
• Someone who is happy moving fast and making decisions without complete data.
• A clear thinker who can simply articulate data and decisions.
• A future or ex-founder.

Responsibilities

• Own the customer function end-to-end, working with our largest customers and guiding expansions.
• Support enterprise pilots and analyze usage to inform product strategy.
• Synthesize customer insights and feed back to engineering and product teams to drive roadmaps.
• Identify product opportunities, reduce churn, and drive expansion through data-driven analysis.
• Build and maintain systems for customer data to scale the team in the future.
• Collaborate with the CEO and founding team on the lifecycle of the customer function.

Skills

Generalist

Data storytelling

Decision making

Job description

About the Role

We’re looking for a founding hire to help us manage and understand our rapidly growing customer base. Since launching last year, we’ve gone from $0 to seven figures in ARR. Our customer base has grown into the hundreds, ranging from fast growing startups like Supabase and PostHog up to Fortune 500 enterprises.

This isn't a traditional Customer Success role. You'll own the customer function end-to-end: working with our largest customers, driving expansions, supporting enterprise pilots, analyzing usage, and turning what you learn into actionable product strategy.

What You’ll Do

In this role, you’ll work directly with the CEO and founding team on the entire lifecycle of the customer function. You’ll synthesize and contribute what you’re seeing on the front lines with our customers back to our engineering and product teams to drive roadmap and further impact.

You’ll wear many hats:

• Customer Success: Helping our best customers be successful with Gauge
• Pre-Sale Support: Driving success for enterprises who are piloting Gauge
• Upsells: Capturing upside and expansions across our customer base
• Systems: Own our source of truth for our customer data, and build the systems needed to 10x the team in the future
• Product: Sit next to our R&D team and share the key pain points and customer objections we need to build against
• Analysis: Understand our customer’s usage and patterns to identify product opportunities, reduce churn, and drive expansion

What We’re Looking For

• A strong generalist who wants to get their hands dirty
• Someone who is happy moving fast and making decisions without complete data
• A clear thinker who can simply articulate data and decisions
• A future or ex-founder