Customer Success Lead

The Upfront Mindset

This is a retention-and-expansion role where you own the number. You are the client’s first call when something breaks and their last call before they renew. If a client churns on your watch, it is your failure. If a client expands, it is your win. There is no team effort caveat.

Our client is an AI-powered business operations company that combines AI with human-in-the-loop quality assurance to automate complex, accuracy-critical workflows for enterprise clients. They have plans to aggressively expand across multiple verticals — financial services, legal, healthcare, and media — serving some of the most demanding companies in the US. The team has scaled past 1,000 people and the company is in a phase of aggressive growth.

You will be the company’s first dedicated Customer Success hire. The function exists at 0.5 today — leadership has the vision, the systems are being built, and the client relationships are strong. What’s missing is some...