GTM/Customer Success Lead

BOND (YC X25); San Francisco (CA); On-site; USD 140,000 - 210,000; Full time

Job summary

Bond is seeking a hungry Customer Success Lead to own the entire post-sale experience—from onboarding and activation to retention and expansion. You'll work directly with the founders, talk to exceptional CEOs and executives daily, and build a body of work most CS professionals spend a decade crafting.

As a founding member of Bond's growth team, you'll design the Customer Success function, establish playbooks, tooling, and metrics.

Qualifications

• Proven ability to own post-sale lifecycle from onboarding to expansion.
• Strong communication with CEOs and C-suite executives.
• Experience turning customer feedback into actionable tickets for engineering.

Responsibilities

• Own onboarding, activation, retention, and expansion processes.
• Build and maintain deep exec relationships with customers.
• Track usage patterns and identify at‑risk accounts early.
• Translate feedback into clear bug reports and feature requests.
• Develop post-sale metrics dashboards and report trends.
• Create automations to scale repeated workflows.

Skills

Executive relationship building

High EQ

Automation experience

PM mindset

Growth mindset

Tools

PostHog

CRM

Job description

Own Bond's customer relationships from day one. We're looking for a hungry Customer Success Lead to own the entire post‑sale experience: from onboarding and activation to retention and expansion. You'll work directly with the founders, talk to exceptional CEOs and executives every day, and leave with a body of work most CS professionals spend a decade building.

Why This Role

Our customers are founders and executives, some of the most high‑performing operators in the world. In this role you won't just support them. You'll get inside how they think, what they obsess over, how they structure their time, and what separates the ones who win from the ones who do not. You'll study the best operators in the world up close, every single day, and get paid to do it. There is no faster way to grow your network, your knowledge, and your skillset.

The Role

You're joining as a founding member of Bond's growth team, which spans across marketing, sales, and customer success. You'll own and build the Customer Support and Success function: the playbook, the tooling, the relationships, and the metrics.

What You'll Own

The full post‑sale customer lifecycle: onboarding, activation, retention, expansion. Specifically:

• Building deep relationships with CEOs and C‑suite executives. You know their goals, their frustrations, and eventually what keeps them up at night.
• Owning the journey to champion: tracking usage patterns, identifying at‑risk accounts early, and turning happy customers into referrals, testimonials, and annual contracts.
• Building and maintaining customer case files, a living record of every account: what success looks like to them, what they love, what's blocking them, what they've asked for, and whether we've shipped it.
• Acting as the bridge between customers and engineering: translating feedback into clear bug reports and feature requests, helping prioritize what gets built, and managing expectations on timelines.
• Setting up and owning the metrics: PostHog dashboards tracking DAU/WAU/MAU, NRR, M1 and M3 cohort retention, and usage trends. Also connecting the numbers to what customers are actually telling you.
• Building automations when something becomes a pattern. You'll do things manually first to understand them deeply, but never indefinitely.

What We're Looking For

• You can walk into a room with any CEO or C‑suite exec and hold your own: warm, confident, genuine, and a great listener.
• You get obsessed with your accounts. High EQ. You figure out exactly what someone needs and don't stop until they're a champion.
• You have some coding or automation experience, enough to build your own workflows without waiting on engineering.
• You think like a PM when translating customer feedback into tickets.
• You're curious about the full growth picture (sales, marketing, RevOps, pricing) and you want to contribute beyond your lane.
• You want to be early. You want ownership. You want to grow fast.