Founding Customer Success Lead

SpangleAI; United States; On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k)

Unlimited PTO

Job summary

SpangleAI is seeking a Founding Customer Success Lead to turn customers into long-term strategic partners who grow with us and advocate for the product. You will own onboarding, QBRs, adoption, and health scoring, shaping product feedback and GTM strategy alongside senior leaders.

You will build executive relationships, drive land-and-expand initiatives, and shepherd customers from POC to expansion, ensuring zero churn and strong reference programs that inform product direction.

Qualifications

• 6+ years in B2B SaaS customer success with enterprise expansion
• Experience personally managing a $5M+ ARR book with expansion results
• Track record of growing accounts, not just retaining them
• Strong commercial instincts across pricing, renewals, and expansion cases
• Relationships with enterprise commerce/retail leaders or a clear 90-day plan to build them
• Daily use of AI tools (e.g., Claude, GPT) and ability to demo automations

Responsibilities

• Manage enterprise account relationships with senior executives (VPs of Ecommerce, CMOs, CDOs) as trusted advisor
• Lead Land & Expand to grow Sp angle across surfaces and build long-term partnerships
• Develop reference programs with case studies, co-marketing, and speaking opportunities
• Own renewal calendar and implement early-warning system to maintain low churn
• Channel customer feedback into product priorities and host quarterly advisory sessions
• Design onboarding playbook and seamless sales-to-CS handoff from POC to launch
• Build customer health scoring and a dashboard for leadership visibility

Skills

Enterprise account mgmt

Expansion sales

Executive relationship building

AI-enabled workflows

Cross-functional leadership

Commercial instincts

Tools

Gainsight

Claude

GPT

Job description

The Role

We're looking for a Founding Customer Success Lead to help our customers become long-term strategic partners: partners who grow with us, happily recommend us, and help shape where the product goes next. Onboarding, QBRs, adoption, and health scoring all support that bigger goal.

At its heart, this role is about helping customers get so much value from Spangle that growing with us feels like the natural next step. If we get it right, our customers become our biggest advocates and our most valuable source of product insight.

You'll join a small team of experienced senior leaders who have built and scaled companies before, and you'll have a real seat at the leadership table. Your perspective will help shape company strategy, the product, and how we go to market. This goes well beyond account management. Every customer who expands with us strengthens our position, every reference makes the next conversation easier, and every customer insight makes the product better. You'll be a core part of both our go-to-market team and our product feedback loop, and you'll help shape how one of the first AI-native enterprise software companies is built.

What you'll own

• Enterprise account relationships. Build close relationships with the VP of Ecommerce, CMO, or CDO at each customer. You'll be a trusted advisor they rely on, not just a vendor contact.
• Land & Expand. Help customers bring Spangle to more of their commerce surfaces as they grow with us, building long-term partnerships one account at a time.
• Reference customer program. Partner with customers on case studies, co-marketing, and speaking opportunities at events like Shoptalk, NRF, and BoF VOICES.
• Renewal and retention. Own the renewal calendar and build an early-warning system so we can support customers before issues arise. We're proud to have zero churn, and you'll help keep it that way.
• Customer voice into product. Work with product leadership to turn customer feedback into product priorities. Host quarterly customer advisory sessions.
• Onboarding and sales-to-CS handoff. Design a smooth handoff from Sales and build our onboarding playbook, helping customers move from POC to launch to expansion-ready in just weeks.
• Measurement. Build our customer health scoring and a weekly customer dashboard that gives the CEO and leadership team a clear picture.

What We're Looking For

Required

• 6+ years in B2B SaaS customer success, including the last 3-4 managing enterprise accounts with expansion goals.
• Experience personally managing a $5M+ ARR book, with expansion results you're proud of.
• A track record of growing accounts, not just retaining them. We'd love to hear the specific numbers.
• Strong commercial instincts across pricing, renewals, and building expansion cases.
• Relationships with enterprise commerce or retail leaders (VPs of E-commerce, CMOs, CDOs), or a clear 90-day plan for building them.
• You use AI every day. Claude, GPT, Perplexity, or similar tools are part of how you work, and you enjoy walking people through the automations you've built.
• You're a natural partner to founders and senior leaders. You bring the customer's voice into the company with clarity and focus, and you bring your own perspective to leadership conversations.

Ideal

• A background at a digital agency (in marketing or analytics roles), or at an AI-native or modern B2B SaaS company (Snowflake, Datadog, MongoDB, Stripe, Klaviyo, Attentive, Linear, Vercel, Notion).
• Experience in commerce or retail tech, ideally with exposure to contemporary or mass market retailers and the brands that sell to them
• Founding CS hire at a company that grew from $0 to $20M+ ARR.
• Comfort with measurement. Familiarity with Gainsight or similar tools is great, though you might enjoy building something custom even more.

Our Culture

• GenAI-native in how we build, sell, and operate
• High ownership, low overhead, and bias toward action
• Focus on speed, experimentation, and execution
• Deep emphasis on creating clear, demonstrable customer value
• Preference for builders and operators over hierarchy
• Strong belief in in‑person collaboration

Why Spangle

• Opportunity to shape enterprise sales for a category-defining GenAI commerce platform
• Direct partnership with the founding team who built AI solutions at scale for Amazon, Saks and marquee brands and retailers
• Meaningful ownership and impact at an early stage with ample career growth opportunities
• Competitive salary with uncapped commission and equity
• Benefits: Health, dental, and vision insurance, 401(k), Unlimited PTO

Spangle is an equal opportunity employer.

About SpangleAI

Launched in 2025, Spangle AI helps enterprise retailer