Head of Customer Success

About Abacum

Abacum is the leading Business Planning solution for finance teams to drive performance
. By automating reporting, enabling collaboration, and simplifying planning and forecasting, we help finance teams shift from number crunching to driving strategic decisions.

Founded in 2020 by two former CFOs, we’ve grown into a global team of 100+ people across 30+ nationalities
. Headquartered in New York
, we have offices in London and Barcelona. We’re trusted by industry leaders such as Dish Networks, Strava, Better Up, Kajabi, JG Wentworth, Abridge, Cortex
, and hundreds more.

We have raised over $100m, closing in June 2025 our $60M Series B, led by Scale Venture Partners
, with the strong participation of Cathay Innovation, Y Combinator
, Atomico, Creandum, and angel operators from Adyen, Zapier, and Twitch.

Our mission is ambitious and we can’t do it alone
- join Abacum as we build the future of Business Planning!

As Head of Customer Success
, you will lead Abacum’s Customer Success team in New York (currently 9 people across Customer Success Managers and Technical CSMs
) and own end‑to‑end customer outcomes:
retention, renewals, expansion, and product adoption
.

You will scale the team and the operating model, ensuring every customer reaches measurable success based on the outcomes defined during the sales and onboarding process. You’ll partner closely with Sales, FP&A Ops (Implementation), Product, Engineering, and Marketing to drive predictable renewals and expansion, and to represent the voice of the customer internally.

This is a leadership role with a strong execution focus: you will be hands‑on with strategic accounts, build the playbooks and tooling to scale, and develop a high‑performing team that consistently delivers value to customers.

• Lead, coach, and develop a team of CSMs and Technical CSMs
  , creating clear expectations, career paths, and performance standards.
• Hire and retain “A‑players” while keeping attrition low through strong culture, enablement, and management practices.
• Build and continuously improve CS playbooks, processes, and tooling to scale impact as Abacum grows.

• Own performance against churn, renewal, contract extensions, and upsell/cross‑sell targets.
• Establish forecasting, risk mitigation, and escalation processes to drive predictable renewals and expansion
  .
• Guide your team to create and execute tailored success plans per customer segment/tier, including adoption milestones and commercial outcomes.

• Ensure customers reach the outcomes defined during sales and onboarding; partner with FP&A Ops (Implementation team) to deliver smooth, accountable handoffs and onboarding success.
• Develop and monitor customer health, product usage, and adoption KPIs (including Q  cadence, success plan completion, engagement metrics, and time‑to‑value).
• Implement a process to prioritize, track, and manage customer requests and feedback loops.

• Partner with Product and Engineering to surface insights, prioritize issues, and influence roadmap decisions based on customer impact.
• Maintain and evolve internal and external knowledge bases (help center, enablement assets, internal playbooks) to support customers and internal teams.
• Collaborate with Sales and Marketing on key account planning and advocacy (e.g., reviews, references, case studies).

• Take ownership of a portfolio of Abacum’s most strategic clients, acting as executive sponsor and escalation point.
• Build trusted relationships with senior finance stakeholders and drive measurable value realization.

• Retention & growth: renewals, contract extensions, churn reduction, expansion (upsell/cross‑sell)
• Adoption & outcomes: product usage, adoption milestones, time‑to‑value, customer health score improvements
• Predictability: renewal/expansion forecasting accuracy and risk mitigation effectiveness
• Team performance: CSM/TCSM effectiveness, execution quality, hiring success, and retention of top talent

• Full…