Customer Success Lead

Customer Success Lead

Department: Sales & Service

Employment Type: Full Time

Location: San Francisco / Boston

We’re looking for a Customer Success Lead to join Recentive’s business and operations team. In this role, you’ll work closely with customers from onboarding through renewals and expansions while ensuring all users and organizations capture maximum value from Recentive platforms. You’ll collaborate externally and internally to ensure customer priorities and internal objectives remain in lockstep.

• Drive adoption, retention and growth:
  You’ll work with some of the world’s best known brands to drive their business forward.
• Building Foundations:
  As an integral member of our customer team you will make decisions, build playbooks and set systems to drive the future of our customer engagement. Make sure we don’t get bogged down in the process but understand the value of doing the right things at the right time.
• Be their first call:
  When a customer needs something, has a question, is wondering about a new idea or just wants to get some input- they should think of you. From training to onboarding and ensuring maximum ROI, you will be the go-to person.
• Product focus:
  You’ll need to dive head first to learn our products inside and out, why our clients heavily lean on them and what the roadmap can and should look like. You understand that customer success is driven by results and a commitment to pushing the envelope further than you thought it could go.
• Enable connectivity:
  You will serve as a key liaison across internal and external stakeholders. Documenting and democratizing findings, learnings, complaints and opportunities with the team and create a feedback loop to ensure continual alignment.

• High Integrity + Clear Communication:
  You know that trust and reliability are paramount in working successfully internally and externally and align that belief with every interaction.
• Lead with Pragmatism:
  You may not be an engineer, but you are focused on delivering solutions for customers with a mindset rooted in data and objectivity.
• Track Record of Success:
  You have a proven history of engaging with individual users to senior stakeholders to maintain and grow enterprise relationships.
• Self-Directed:
  You can work through ambiguity, collaborate across functions, and make thoughtful decisions without needing every detail.
• Boots on the Ground:
  You embrace in-person interactions: whether with prospects, clients or at one of our offices and understand the impact they have.

• Impactful Work:
  Play a key role in shaping operational strategies internally and with our array of top-tier sports organizations, broadcasters, and live entertainment companies through applied analytics.
• Forward Thinking:
  Build analytical systems that blend creativity and rigor, combining algorithms, optimization, and real-world data to solve high-stakes problems.
• Collaborative Culture:
  Join a close-knit, interdisciplinary team that values learning, experimentation, and cross-functional collaboration.
• Growth & Ownership:
  From stock options to generous 401(k) matching, learning stipends and beyond, join a company that is invested in your success.
• Just Getting Started: We’ve accomplished a lot but we’re just in the early innings of where we’ll go. Our new west-coast office in SF is a testament to that growth and will serve as a hub for our growing team.