💼 About This Role

You'll lead the Customer Success organization at a fast-growing vertical SaaS company transforming the laundry industry. You'll define the customer lifecycle, build scalable onboarding, and drive Net Revenue Retention through predictive health scoring. This role offers the opportunity to build a CS org for the next decade while partnering with Product, Sales, and Support.

🎯 What You'll Do

• Define and operationalize customer lifecycle stages from onboarding to expansion.
• Design customer segmentation and account tiering models.
• Build a predictive customer health scoring system.
• Develop scalable processes and operating rhythms for CS team.
• Align CS metrics and incentives around Net Revenue Retention.

📋 Requirements

• 10+ years of experience in Customer Success or related field.
• Experience building or scaling Customer Success organizations.
• Designed segmentation, health scoring, and NRR models from scratch.
• Ability to operate at both strategic and operational depth.

✨ Nice to Have

• Led CS in a multi-product environment.
• Owned revenue-adjacent outcomes.
• Partnered closely with Sales, Product, and Finance.

🎁 Benefits & Perks

• 💰 Competitive salary with equity.
• 🏖️ Unlimited PTO.
• 🩺 Health, dental, and vision insurance.
• 🚀 Fast-growing startup with top-tier investors.

🚩 Heads Up

• Broad scope covering onboarding, CS, and support may lead to role ambiguity.