Founding Head of Customer Success | Voice AI SaaS | Mid-Market

Los Angeles (remote until our LA office opens, end of Q1 2027)
· Full-time
· OTE $100K-$200K + equity

Email and SMS became must-haves in every ecommerce retention stack. Voice is next. We're building it, and we intend to own it.

Loop Voice is a B2B SaaS platform that puts AI voice agents to work for ecommerce brands. Our agents call shoppers within minutes of an abandoned checkout, win back lapsed customers, upsell, and pick up inbound support calls at any hour. Every conversation feeds a self-improving loop: the agent listens to its own calls, practices in a simulator, gets scored by a critic, and gets better every week.

Our ambition is to build the ecosystem where AI voice agents truly drive revenue and reduce cost for ecommerce brands. We're going after the mid-market, brands doing $2M to $50M a year, and we need the person who turns every one of them into a success story.

Sales closes the pilot. From that moment, the account is yours. You land it, grow it and keep it.

This is a founding role, and it's fully hands‑on. There is no CS team, no playbook and no process yet. You'll run your own book of accounts day to day, write the playbook as you go, and then hire and lead the team that runs it with you. We need someone who has built a CS function from scratch before, not inherited one.

• Handover to landed. The moment a pilot starts, you own onboarding, go-live and the full pilot, and you drive it to a signed annual contract.
• Living inside the account. You listen to calls every week, read transcripts, and work with our team to tune flows, offers and timing.
• The conversation itself. You know what a great call sounds like: the opener, the flow, when to push and when to back off. Helpful, never too pushy.
• The numbers. A weekly scoreboard for every brand: attributed revenue, pickup rates, conversion and usage. You know their numbers before they ask.
• Attribution. You explain exactly how our revenue is measured, reconcile it with what brands see in Shopify, their email and SMS tools and their ad platforms, and defend it with data. Most of our hardest customer conversations have been about attribution, and we need someone who owns it.
• Proactive insights. What shoppers say on calls, why carts get abandoned, which offers convert, where revenue is leaking. You bring it to the brand before anyone asks. This is the most important part of the job.
• The relationship. Personal, responsive and chatty. You're on a first‑name basis with founders and marketing leads, and you're the first person they call.
• Expansion. New use cases, more stores and brands, and every new product we launch.
• Retention. Renewals feel like a formality because you caught the risk weeks earlier.
• The team. You build the CS playbook, then hire the people who run it with you.

• You've built a customer success function from scratch before. You were the first CS hire (or close to it), ran the accounts yourself, and built the playbook, processes and team from zero.
• You've owned a book of B2B SaaS accounts and grew it, ideally mid‑market ecommerce or DTC brands doing $2M to $50M a year.
• You've managed many accounts at once and still made each one feel like your only one.
• You know what it takes for an ecommerce brand to grow, and you can spot it in the data and in the calls.
• You understand attribution models (last‑click, multi‑touch, attribution windows, incrementality and holdout tests) and can walk a skeptical founder through why our numbers hold up.
• You have an ear for conversations. You can listen to one call and know what to change.
• You're competitive. You take your accounts' results personally, and you hate losing one.
• You're AI‑first. If you do something…