Responsibilities
- Own overall retention and expansion targets and be personally accountable for NRR and churn outcomes.
- Own customer adoption (breadth and depth of usage).
- Coach, enable, and actively support the CS team to deepen accounts and reduce churn, including stepping into strategic accounts when needed.
- Lead, develop, and grow the Customer Success team as the company scales.
- Build and refine a scalable, repeatable Customer Success playbook, from onboarding through renewal and expansion.
- Define success plans, health scoring frameworks, and account management standards.
- Partner cross-functionally with Sales, Product, and Engineering to represent the voice of the customer.
- Maintain accurate customer health visibility and reporting in HubSpot or similar CRM tools.
- Proactively identify risk and opportunity, bringing forward thoughtful, actionable solutions to leadership.
- Hire and onboard future Customer Success talent as the team scales.
Requirements
- Proven experience in B2B SaaS Customer Success leadership, including people leadership experience.
- A track record of owning retention and expansion metrics and coaching a team to consistently hit targets.
- Hands-on leadership style. Comfortable stepping into a strategic account to unstick it, while still leading through others.
- Experience building or refining Customer Success processes in an early-stage or high-growth environment.
- Strong command of the full customer lifecycle: onboarding, adoption, renewal, and expansion.
- Consultative mindset, comfortable asking thoughtful questions, uncovering areas of improvement, and proposing solutions.
- Highly autonomous. You don't need to be told what to do, you figure out what needs to happen and go do it.
- Strong proficiency in HubSpot, Salesforce, or similar CRM tools.
- Exceptional command of English, both written and spoken.
Nice to Have
- Experience with customer health-scoring or CS platforms (Gainsight, Vitally, or similar).
- Familiarity with partner-led or channel-influenced customer success motions.
Benefits
- Build and lead EULER's Customer Success organization at a company already proving it can win against the biggest names in the category.
- Work directly with the founders to define how Euler builds long-term customer relationships.
- Be part of a profitable, fast-growing startup with real traction, real logos, and real momentum.
- No ego, full ownership, entrepreneurial culture.
Additional Information
- Must accommodate US East Coast working hours.
- Remote position.
