Founding Customer Success Lead

Madrona Venture Labs; United States; On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Unlimited PTO

Job summary

SpangleAI in the United States is seeking a Founding Customer Success Lead to turn every customer into a long-term strategic partner that expands with us. You will own onboarding, QBRs, adoption, and health scoring in service of that mission, building a scalable playbook and a reflex for expansion.

Your primary duty is to make customer expansion inevitable by developing enterprise relationships (VP Ecommerce, CMO, CDO), launching reference programs, renewals, and a strong product feedback loop

Qualifications

• 6+ years in B2B SaaS customer success with enterprise focus.
• Experience managing a $5M+ ARR book with expansion results.
• Proven expansion motion; quantifiable outcomes.
• Strong commercial instincts on pricing, renewal and expansion.
• Direct relationships with enterprise commerce/retail buyers or a clear 90-day plan.

Responsibilities

• Own enterprise CS relationships with VP Ecommerce, CMO, CDO.
• Land and expand across platforms with negotiated expansions.
• Lead reference programs: case studies, co-marketing, speaker placements.
• Own renewal calendar and introduce early-warning; aim for zero churn.
• Translate customer feedback into product priorities with leadership.
• Define onboarding handoffs and create scalable onboarding playbooks.
• Build weekly customer-health dashboards read by the CEO.

Skills

Enterprise CS leadership

Expansion sales

ARR management

AI-native workflows

Executive relationships

Customer advocacy

Job description

About SpangleAI

Launched in 2025, Spangle AI helps enterprise retailers win AI-driven product discovery, connecting discovery to conversion. We've partnered with enterprise brands like REVOLVE, Alexander Wang, and Steve Madden, delivering up to 50% conversion lifts and 2x ROAS improvements.

Spangle creates commerce experiences around customer intent. Generic AI knows the internet. Spangle knows your brand.

Backed by top tier VCs with $21M in funding, Spangle is founded by serial entrepreneurs with 30+ years scaling AI and commerce at Amazon, Saks, and Gap, we're building the commerce infrastructure for the agentic era, where ChatGPT Shopping, Google AI Overviews, and Meta are reshaping how consumers discover and buy.

Spangle won NRF’s VIP (Vendor in Partnership) Award for Best AI-Driven Marketing Solution and was recognized in Business of Fashion’s AI startups to Watch within its first year of launch.

The Role

Founding Customer Success Lead

Your mission is to turn every customer into a long-term strategic partner that expands with us, references us, and helps shape the product. Everything else (onboarding, QBRs, adoption, health scoring) is in service of that mission.

Your primary job is to make customer expansion inevitable. If we're successful, our customers become our best sales team and our sharpest product feedback loop.

This is not an account-management role. Every expansion deepens the moat. Every reference compounds the next sale. Every customer voice sharpens the product. You operate as part of the core GTM and product-feedback loop. You'll help define how one of the first AI-native enterprise software companies is built.

What you'll own

• Enterprise account relationships. Direct line to VP Ecommerce / CMO / CDO at every customer. Trusted advisor, not vendor.
• Land & Expand. Expand the platform across additional commerce surfaces as customers grow with us. Build long-term expansion account by account.
• Reference customer program. Case studies, co-marketing, speaker placements (Shoptalk, NRF, BoF VOICES) with customers.
• Renewal and retention. Own the renewal calendar. Build the early-warning system. Preserve zero churn.
• Customer voice into product. Translate customer feedback into product priorities with product leadership. Run quarterly customer advisory sessions.
• Onboarding and sales-to-CS handoff. Define the handoff motion. Build the standard onboarding playbook. POC launch expansion-ready in weeks.
• Measurement. Customer health scoring. Weekly customer-state dashboard the CEO reads in five minutes.

What We're Looking For

Required.

• 6+ years in B2B SaaS customer success; last 3-4 owning enterprise accounts with expansion responsibility.
• Personally managed a $5M+ ARR book with measurable expansion outcomes.
• Track record of expansion motion, not just retention. Specific dollar answers.
• Strong commercial instincts. Pricing, renewal, expansion cases.
• Direct relationships with enterprise commerce or retail buyers (VPs of E-commerce, CMOs, CDOs), or a clear 90-day plan for building them.
• AI-native daily operator. Claude / GPT / Perplexity in your workflow. Personal automations you can walk us through with specificity.
• Founder-partner energy. Bring customer voice into the company, not customer noise.

Ideal.

• Digital Agency (Marketing or Analytics roles) or AI-native or modern B2B SaaS background (Snowflake, Datadog, MongoDB, Stripe, Klaviyo, Attentive, Linear, Vercel, Notion).
• Commerce or retail-tech adjacency. You've worked with REVOLVE-tier brands.
• Founding CS hire at a company that went $0 to $20M+ ARR..
• Comfort with measurement. Gainsight or equivalent, but lean toward custom-build.

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.