Founding Customer Success Lead

📋 Description

• Tier paying accounts and define coverage (named owner, shared Slack channel, business reviews
• Build health scores from warehouse data: ingestion volume, product usage, billing, support tickets
• Set up review cadence for top-tier accounts and ensure multiple contacts per account
• Catch at-risk signals (usage drops, champion leaving, billing spikes, quiet alerts) and turn into
• Run post-mortems on churn/downgrades and win-back campaigns
• Move monthly usage-based customers to annual commitments and negotiate commercial terms

🎯 Requirements

• 6-10 years in B2B SaaS customer success, with technical product exposure
• Owned revenue retention numbers (GRR, NRR, renewals) not just CSAT
• Experience with usage-based or consumption pricing
• Builder: set up CS systems from scratch (health scores, business reviews, playbooks)
• Technical enough to talk to SREs/platform engineers, read usage dashboards, write basic SQL
• Commercial: negotiate annual commitments, comfortable with money

🎁 Benefits

• Customers who already love the product - not rescuing bad deals
• Build the customer success function from day one
• Work directly with founders
• Global dev-infra product backed by YC and leading Bay Area VCs
• Fully remote