Customer Success Lead

Summary

Join Turnstile, a revenue lifecycle management platform, as their first dedicated Customer Success hire. You will play a crucial role in building the Success function and defining strategies for the customer-facing organization. As a trusted advisor, you will advocate for the growing client roster and collaborate across the company to ensure customer delight. This role requires experience building customer success organizations from the ground up, excelling in ambiguous environments, and possessing strong customer empathy. You will develop and implement customer success strategies, manage renewals and upsells, monitor customer health, and collaborate with product and engineering teams. The ideal candidate thrives in fast-paced environments and is obsessed with providing a world-class customer experience.

Requirements

• You have 5+ years of experience in Customer Success, ideally at a growing B2B SaaS business
• You’ve partnered with and supported clients at the executive level before. Most of our clients today are Founders and/or C-Suite executives
• You are a proactive self-starter who thrives in ambiguous environments and is skilled at building functions from the ground up
• You are an excellent communicator with the ability to effectively manage customer expectations and build strong relationships both internally and externally
• You excel in critical thinking with the ability to identify trends in customer interactions and operationalize insights to improve the customer journey
• You are results-oriented, with a track record of using analytical approaches to impact customer satisfaction positively
• You are eager to learn, adapt, and scale within a fast-paced, evolving startup atmosphere

Responsibilities

• Develop and deploy customer success strategies to ensure an outstanding customer experience, driving customer satisfaction and retention
• Manage client renewals and upsells, tracking toward an NDR goal
• Build and monitor customer health metrics and conduct regular check-ins to ensure clients are achieving their desired outcomes
• Operate at various altitudes. One day you might manage a critical issue with a key client, and the next, help us map out what the right customer success model and motion and structure look like at Turnstile. Helping us shape an overarching GTM strategy
• Collaborate with product and engineering teams to relay customer feedback and help drive product roadmap and enhancements based on recurring themes and customer insights
• Create educational content and resources to aid customers in better understanding and utilizing Turnstile’s offerings
• Implement modern tooling systems (including AI-enabled workflows) to build an efficient and transparent Customer Success org and workflow
• Initially manage a small Customer Success + Support team, helping to develop and build those teams as we scale

Preferred Qualifications

• You have prior experience with products in the revenue or finance stack
• You've previously built a customer success function from zero to one
• You have worked at an early-stage startup and are familiar with the unique challenges and opportunities involved

Benefits

• Competitive and Fair Pay : Equal pay by role and level at the 75th percentile of SF salaries ($120,000 to $155,000 for this role, depending on level) with meaningful equity
• Fully Remote : Distributed by design with team members from San Francisco to Raleigh
• Fully Covered Health Benefits : 100% paid medical, mental health, dental, and vision premiums for you and your family
• Paid Parental Leave : 16 weeks for birthing parent, 12 weeks for all other parents welcoming a new child into their home
• 401(k) : With 4% company contribution, regardless of what you put in
• Flexible PTO : Take the time you need to unplug and unwind
• Setup : New Mac + $1,500 annual stipend to make your home workspace more comfortable and productive