Head of Customer Success

Capchase, recognised as one of  Fast Company's Most Innovative Companies of 2023, empowers SaaS companies to grow faster through access to capital & revenue management tools. We have been acknowledged by  Forbes North America's best startups and also featured among  Forbes Next Billion-Dollar Startups 2023. To carry out our mission, we've received $700M+ in equity and debt funding from some of the best fintech investors  QED (Nubank, Klarna),  01 Advisors (Tipalti, Master Class),  Bling Capital (Airtable, Gitlab, Lyft, Square),  SciFI (Stripe, Brex),  Caffeinated (OpenDoor, Airtable).

In a little over three years, we've provided billions in funding to thousands of companies, expanded operations to ten countries in the US and Europe, and grown our team from four co-founders in May 2020 to 130 Capchasers today.

Since our launch in 2020, we've achieved several milestones:

  4K+ companies registered

5,000 plus months additional runway generated

Over 120 Capchasers working across 14 cities around the world representing over 20 nationalities

10 countries in which we operate

 250% annual company growth

Built an awesome  culture.

We are looking to hire a talented and motivated individual to play a critical role in shaping our Customer Success function focused on Capchase Pay (our new product) therefore directly driving revenue growth for Capchase. In this role you will report directly into the CEO and lead building strategic relationships with our customers and executing on expansion opportunities. You will shape the long-term strategy for the CSM organization while also managing day-to-day operations for the team

You will work closely with other GTM and Product leaders to implement new strategies that enable Customer Success. The ideal candidate will have management and leadership experience scaling teams within a fintech or SaaS organization, excellent communication skills and a track record of removing barriers for customer adoption. This role requires leadership, strategic prioritization and day-to-day execution.

What You'll Do

• Figure out the best onboarding and activation processes for Capchase Pay for mid-market and enterprise customers. You will do this yourself working closely with the CEO until you have initial repeatable results
• Build the strategy for the Customer Success team, including building and managing a team of CSMs to ensure we are hitting team and company targets
• Be the voice of the customer and work cross-functionally with other leaders to develop, plan and implement new strategies that enable Customer Success 
• Build executive level relationships with key customers and help them grow through strategic account planning; ensure exceptional account management experience is delivered for all customers 
• Deliver an outstanding onboarding experience to create immediate customer stickiness
• Create and automate processes to ensure effectiveness and efficiency for the Customer Success function 
• Partner with product to help shape our product direction on behalf of our customers

What we're looking for

• 8+ years of experience in Customer Success and other GTM functions, preferably within a SaaS organization  
• 3+ years of people management experience, including building out teams at fast scaling startups 
• Experience leading onboarding new products that involve user behavior change
• Experience in repeatedly building successful relationships with customers throughout your career
• Strategic mindset coupled with ability to execute and getting into the details 
• Excellent communication and presentation skills; you are proactive, clear, and compelling in your written and oral communication.
• Exceptional organizational, operational and analytical skills
• Based in NY or remote in the US 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.