Head of Customer Success

Noto; États-Unis; Sur place; USD 150 000 - 190 000; Plein temps

Résumé du poste

Noto, based in New York City, is seeking a Head of Customer Success to lead the post-sale journey for a growing B2B SaaS platform serving after-school businesses. You’ll design the CS function, align onboarding, success, and support, and own how many customers go live and how they’re supported.

You’ll grow the team from 5 to 10 after Series A, define roles and handoffs, and build scalable processes with AI-enabled automation to improve retention and time-to-value for SMB customers.

Qualifications

• 6+ years in CS/onboarding/support at a B2B SaaS company, incl. 3+ years in management.
• Experience building or rebuilding a CS function at Seed to Series B startups.
• Proven track record of improving retention and time-to-value for SMB customers in high-volume accounts.
• Hands-on comfort with automation in CS workflows.

Responsabilités

• Design and build the Customer Success function, including onboarding, CS, and support as three connected teams.
• Define team structure, roles, customer segments, and capacity.
• Lead onboarding, CS, and support to ensure fast go-live and high retention.
• Collaborate with Sales, Product, and Engineering to close feedback loops.

Connaissances

Customer Success Leadership

CS Function Building

Retention Improvement

Description du poste

About Noto

Noto is the AI-native operating system for after-school businesses: tutoring centers, music schools, sports academies, and dance studios. About 360,000 of these businesses operate in the U.S., and millions of kids pass through them every week.

They're run by people who are passionate about teaching but spend their evenings managing schedules, payroll, and parent emails, often in software built in 2011, or in spreadsheets and sticky notes.

Noto replaces the entire stack with a modern platform for scheduling, billing, payroll, marketing, CRM, communications, classroom management, and student and parent portals. We bring the whole back office into one place, with AI agents that automate manual work instead of simply tracking it.

A school that spends less time on paperwork can teach more kids, hire another teacher, and grow its business. Come help us build the best operating system for these small-business owners!

Team

We're a team of 20 in New York City. We value working with other smart, collaborative, ambitious, and kind people.

AJ Ding (CEO) - second-time founder who previously built an AI recruiting company. ML engineer and data scientist at Quora, Lyft, and Meta. Studied statistics at Yale and grew up in a family of small-business owners.

Steve Wang (CTO) - former Head of Engineering at Nitra, an a16z-backed vertical SaaS company for doctors. Previously worked in data science and engineering at Lyft. Studied math at Harvard.

We've raised $4M from Base10 Partners and South Park Commons, and are raising our Series A soon.

The CS Team

Today, five Customer Success Managers each own their customers end to end. They run kickoff, migrate data, configure the account, train staff, take go-live calls, answer support tickets and manage the account after launch. That model got us to 400+ customers, but it won't get to 10,000. You will be the first leader of the entire post-sales process, and own this function end to end.

The role

As the Head of Customer Success, you'll design and build the team, and turn onboarding, success and support into three functions that each run well on their own and hand off cleanly to each other. You own how many customers go live, how fast they get there, whether they stay, and how well we support them along the way.

Building the team

Grow the team from 5 to 10 people after the Series A. Design how Onboarding, Customer Success and Support are organized: the roles, the customer segments, how many accounts each person can carry, and the order in which we split things up.

Evolve the team from generalist coverage into specialized roles without dropping any customer who is mid-onboarding.

Hire, onboard and coach the team. Set clear expectations and give each function a real career path.

Define the handoffs from Sales to Onboarding to Customer Success to Support, so a customer never has to explain their business twice.

Onboarding

Tighten the path from signed contract to go-live: kickoff, data migration, configuration, training and launch.

Shorten time to go-live with repeatable playbooks, migration templates and better import tooling for the systems customers are leaving.

Decide what a successful

go-live looks like.

Customer Success

Stand up account management after launch, including segmentation, health scores, adoption plays and early warning on renewal risk.

Own retention. Run save plays on at risk accounts and work with Sales on expansion.

Turn happy customers into references and case studies.

Support

Build a dedicated support team with ticket triage, SLAs, a clear escalation path to Engineering, and coverage during the afternoons and evenings when our customers are busiest.

Use AI and automation to take repetitive work off the team so people can spend their time on the conversations that matter.

Across the company

Bring the customer's voice to Product and Engineering, with organized feedback and clear priorities.

Build CS reporting and run the team on data.

Be the final escalation point when a customer issue goes sideways.

Your first 90 days

For your first 90 days, you'll also carry a book of customers of your own so you learn the product and how our customers and the work firsthand.

First two weeks: Learn the product inside and out, and shadow customer calls. Start onboarding your own book of customers.

By day 30: Present your target org design and hiring plan and kick off recruiting.

By day 60: Finish onboarding your initial book of customers, and transition to a full-time management role.

By day 90: Run retention and upsell plays from health data, report on each function's metrics, and have your first hires signed.

What you'll bring

6+ years in customer success, onboarding/implementation or support at a B2B SaaS company, including at least 3 years managing a team.

team.

You've built or rebuilt a CS function at a Seed to Series B startup.

A track record of improving retention and time-to-value for SMB customers at high account volume.

Hands-on comfort wit