Head of Customer Success — Build & Scale in Hypergrowth

Initi8 Recruitment; New York (NY); On-site; USD 150,000 - 200,000; Full time

Benefits offered by this job

Equity

Job summary

Initi8 Recruitment is seeking a visionary Head of Customer Success in NYC to build and own a full CS function from the ground up. You will hire, coach, and scale a small team into a high-impact powerhouse, ensuring every client feels valued.

You’ll architect onboarding, retention strategies, and scalable processes to handle heavy inbound volume while preserving personal touch and client trust. This is a fast-growth startup with a direct impact on retention and revenue.

Qualifications

• Proven experience leading and building a Customer Success function—ideally from a fast-paced start-up.
• Able to hire, coach, and develop a high-performing CS team.
• Experience managing a large inbound volume without sacrificing quality.
• Ability to implement scalable processes, tools, and metrics across the function.

Responsibilities

• Build onboarding, upskilling, troubleshooting, escalations, and retention strategy for CS.
• Own CS function end-to-end: process, tooling, metrics, hiring, coaching.
• Scale a small existing team into a high-velocity, high-touch unit without losing personal attention.
• Serve as bridge between clients, CS team, and leadership.

Skills

Leadership

Team building

Customer Success strategy

Hiring & coaching

Process design

Job description

Initi8 Recruitment is seeking a visionary Head of Customer Success in NYC to build and own a full CS function from the ground up. You will hire, coach, and scale a small team into a high-impact powerhouse, ensuring every client feels valued.

You’ll architect onboarding, retention strategies, and scalable processes to handle heavy inbound volume while preserving personal touch and client trust. This is a fast-growth startup with a direct impact on retention and revenue.