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Job Description & How to Apply Below
Customer Success Leader (AI, SAAS, Martech)
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We’re looking for a scrappy, hands-on Customer Success leader who has actually done the work
—not just managed it. This role is for someone who thrives in ambiguity, builds systems from scratch, and knows Mar Tech and digital marketing inside and out.
You’ll own Customer Success end to end: onboarding customers yourself, fixing broken processes, jumping on calls when things go sideways, and building scalable systems as we grow. If you need structure handed to you, this is not the role. If you love building while running, keep reading.
What You Will Do- Own the entire customer lifecycle
: onboarding, adoption, retention, renewal, and expansion - Personally manage key accounts while building CS processes and playbooks from zero
- Act as a strategic advisor to customers on Mar Tech implementation and digital marketing execution
- Identify churn risks early and take direct action to save accounts
- Partner tightly with Sales on renewals, upsells, and expansion opportunities
- Work daily with Product and Engineering to translate customer pain into product improvements
- Define and track success metrics (retention, NPS, adoption, expansion) — then improve them
- Hire, train, and lead a Customer Success team as the company scales
- 7+ years in Customer Success, Account Management, or Client Services in B2B SaaS
- Hands-on experience with Mar Tech platforms (CRM, marketing automation, analytics, CDPs, attribution tools)
- Real digital marketing experience — you’ve run or supported SEO, paid media, lifecycle/email, or analytics programs
- Experience working at a startup or high-growth company where you wore multiple hats
- Proven track record of reducing churn and driving expansion revenue
- Experience onboarding customers, troubleshooting implementations, and managing escalations yourself
- Comfort operating with incomplete information, shifting priorities, and limited resources
- Have built Customer Success before the playbook existed
- Prefer action over perfection and execution over theory
- Can talk marketing strategy with a CMO and data with an ops team in the same meeting
- Aren’t afraid to get on calls, write docs, fix workflows, and ship improvements yourself
- Care deeply about customers but also understand revenue and growth
- Experience with tools like Hub Spot, Salesforce, Marketo, Braze, Segment, GA, or similar
- Prior experience scaling CS from early-stage to growth stage
- Experience working with mid-market or enterprise customers
- A chance to build something real from the ground up
- Direct influence on product, roadmap, and company strategy
- Competitive salary + meaningful equity
Seniority level:
Mid-Senior level
Employment type:
Full-time
Industries:
Technology, Information and Media
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