Customer Success Lead

Lightfield•San Francisco, CA

About The Position

Lightfield is an AI-native CRM that assembles itself from your email, calendar, and meetings. It captures every interaction and turns it into organized context: accounts, tasks, follow-ups, and insights, so nothing slips through the cracks. We’re rethinking CRM from first principles. Instead of forcing teams to maintain rigid systems, Lightfield learns from how companies actually work, adapting, automating, and surfacing the insight that drives growth. We’re building the CRM platform we always wished existed: fast, intelligent, and genuinely helpful. We are backed by Greylock, Lightspeed, and Coatue, and our team previously built Tome, a generative AI presentation product used by over 25 million people. Before Tome, many of us worked on Llama, Instagram, Facebook Messenger, Pinterest, Google, and Salesforce. We've shipped a product founders love, with over 1,500 companies signing up since our launch in November, and are now in a race to cement category leadership. ‘Word-of-mouth’ is our most powerful channel. The more successful we can make our customers, the more our customers will talk about Lightfield with their peers, and the faster we will grow. We're hiring a Customer Success Lead to build Lightfield's customer success and support function from the ground up. We're looking for someone obsessed with driving product adoption and revenue expansion within our best accounts. You'll report directly to the Head of GTM. In the near-term, you'll be hands-on with customers—running onboarding, diagnosing churn risk, and identifying expansion opportunities. Over time, you'll help define how this function scales as we grow from thousands to tens of thousands of customers.

Requirements

You've done this at an early-stage company. You were an early commercial hire at a startup and built processes from scratch. You know the difference between customer success at a 50-person company and a 500-person company—and you thrive in the former.
You're commercially oriented. You genuinely enjoy the expansion side of CS. You're comfortable talking about money, upselling when it's right for the customer, and carrying a number. You see revenue as a measure of value delivered, not something to apologize for. You are motivated by a quota and have a consistent track record of exceeding expansion revenue targets.
You're structured and proactive. You don't wait for customers to complain. You build systems to monitor health, flag risk, and surface opportunity.
You're a clear, confident communicator. You can run a webinar for 30 people, diagnose a stuck customer on a 15-minute call, and write a concise Loom walkthrough. You adapt your style to founders who want speed and directness.
You're passionate about startups and modern GTM. You're obsessed with how AI is changing GTM, and you want a front-row seat.

Responsibilities

Own the post-signup experience. Run onboarding for high-potential accounts. Lead weekly group onboarding sessions. Build the resources required to help customers get value fast - without always needing 1:1 support.
Drive expansion revenue. Identify accounts ready to add seats or upgrade, build relationships with them, and facilitate growth.
Convert trial and free users to paying customers. You'll own the motion to identify high-intent free users and convert them. You'll partner with our GTM Engineer to build triggers and then run the plays.
Save at-risk accounts worth saving. Monitor activation signals. Spot customers who are stuck or disengaging. Intervene early with the right mix of education, hands-on help, and product feedback escalation.
Be the voice of the customer internally. Synthesize what you're hearing into actionable insights for product and GTM. Close the loop so customers see their feedback reflected in the product.
Build the playbook. Document everything. We'll scale this function, and what you create will be the foundation—onboarding scripts, expansion plays, health scoring criteria, intervention templates.