Customer Success Lead

We're hiring for a rapidly growing AI-native tax solution that is revolutionizing the industry by combining AI agents and human expertise. This company is the largest and fastest-growing in its space, serving thousands of global businesses and backed by prominent venture capital firms.

The Role

• Build and scale the Customer Success function from the ground up, defining segmentation, engagement models, and renewal workflows.

• Develop organizational capabilities by hiring, onboarding, and training Customer Success Managers (CSMs).

• Own the strategic customer experience, ensuring clients realize measurable value and partnering with Sales on expansion opportunities.

• Drive key metrics including Net Revenue Retention (NRR), customer health, satisfaction, and promote upsells.

• Create and implement scalable systems, processes, and automation to support a growing customer base.

• Act as the voice of the customer internally, collaborating with Product, Engineering, and GTM teams to influence roadmap and improve the customer journey.

What You'll Need

• Proven experience building or scaling Customer Success, Account Management, or Post-Sales functions in high-growth startup environments.

• Demonstrated ability to hire, manage, and coach teams, setting clear goals and providing feedback.

• A track record of improving customer adoption, retention, satisfaction, and account growth.

• Strategic thinking combined with a hands-on approach to solving operational challenges and building processes.

• Experience implementing scalable workflows, defining CS metrics, and leveraging automation or AI for efficiency.

• Strong communication skills with the ability to build credibility with customer executives and collaborate effectively with cross-functional teams.

What's On Offer

• Competitive salary and equity, offering direct participation in the company's success.

• Comprehensive medical, dental, and vision coverage.

• Wellness perks and retirement savings plan.

• Opportunities for professional growth and a culture of ownership.

Apply via Haystack today!