Head of Account Management and Customer Success

About Our Culture

Our culture is what makes People Joy a great place to do meaningful work. We come from diverse backgrounds and experiences, but we're united by a shared drive to help others and improve lives.

• Put customers first and strive to exceed expectations
• Embrace change and adapt quickly
• Take accountability for our work and our outcomes
• Value trust, respect, and follow-through
• Focus on meaningful results, not just chasing numbers

Here, you'll find purpose, ownership, and a team that values progress over perfection.

• Do Right by Others — Have people's backs. Be someone others can rely on.
• Improve Every Time — We don't do the same work the same way twice. We constantly streamline, simplify, and automate so each iteration is faster and better.
• Be All‑In — and Be Honest — We act in the best interest of People Joy's mission and long‑term success. We show up fully, take responsibility, and raise our hands early if something feels out of alignment.
• Win Together — We prioritize team success over individual comfort, take feedback with humility, and step into whatever role helps the team win today.
• Grit — We commit to long‑term goals with resilience and discipline, pushing through obstacles even when progress feels slow.

This is not a manage-the-machine role. This is a build-the-machine role.

People Joy is at an inflection point. Our product works. Our clients stay. Our customer support team is strong and our members feel it — CSAT scores reflect a frontline that genuinely cares. As we scale, we are building the operational infrastructure that connects our support, account management, and client success functions into a unified, high‑performing system — and this hire leads that build.

As Head of Account Management and Customer Success, you will be the first person to own this function end‑to‑end. You are walking into a team with real capability and real heart — and the opportunity to build the operational system that takes them to the next level. You will design the systems, create the playbooks, develop your people, own the metrics, and build the foundation that allows People Joy to scale with consistency and excellence.

• Reports To: CEO
• Manages: Account Manager
  · Operations Analyst
  · Customer Support Lead (4 CSRs)
• Location: Remote‑flexible; must be available for Philadelphia whiteboard sessions
• Type: Full‑Time
• Compensation: $120,000 – $150,000 base salary commensurate with experience, plus performance bonus tied to NRR, CSAT, and retention outcomes. Equity participation available.

• Renewal forecasting and execution — you own the calendar, the conversations, and the outcomes
• Expansion and upsell pipeline from existing accounts
• Q  cadence and renewal templates tied to client budget cycles
• Account Manager coaching, accountability, and commercial development
• Handoff protocols from sales to implementation to ongoing success

• Strategic direction and development of the Customer Support Lead
• CSAT performance, service quality standards, and continuous improvement
• Ticket resolution oversight and escalation thresholds
• Support‑to‑success handoff protocols — ensuring nothing falls between the cracks
• Frontline CSR performance visibility and accountability through the Support Lead

• Operations Analyst direction, prioritization, and output quality
• Process documentation — SOPs, playbooks, and workflows built from scratch
• KPI dashboard: NRR, churn risk, CSAT, ticket aging, adoption rates
• Cross‑functional process inputs that give dev and product something real to build against

You have done this before — not at a company that handed you a playbook, but at one where you wrote it. You are equally comfortable in a spreadsheet, a client call, and a coaching conversation with a struggling direct report. You know how to manage a manager — giving a capable team lead the direction and development they need to keep their team performing while you focus on the strategic picture.

You do not wait to be told what to build. You assess, prioritize, and execute.

• 5+ years in Customer Success,…