Customer Success Lead

Basis AI•New York, NY

23h•Onsite

About The Position

Basis builds real agents that do real work in the real economy. Our agents operate for hours at a time, performing end-to-end work for some of the largest accounting firms in the world. We recently raised $100M at >$1B valuation and are racing to deploy the most advanced applied ML at production scale. Basis is deployed with the top accounting firms in the country. As our customer base grows, so does the long-term opportunity we hold with each firm – expanding across practices, deepening adoption, and growing into a mission-critical platform. We're building a dedicated Customer Success function to own those relationships. This is a founding role. You'll come in as a player-coach, managing a portfolio of enterprise accounts directly while hiring, building, and leading the CS team. You'll write the CS playbook, own renewal performance, and build the infrastructure for a function that scales alongside one of the fastest-growing companies in AI.

Requirements

Experience as a founding or early CS leader
Direct ownership of a renewal and expansion number against a portfolio of six- and seven-figure enterprise accounts
Track record hiring and developing CSMs at enterprise scale
Player-coach by preference: still get energy from running a customer call while building the team
Strong commercial instinct: thinks in terms of revenue outcomes; identifies expansion opportunities, manages complex renewals, and spots churn risk before it becomes a problem
Builder: energized by creating the playbook of a rapidly scaling function
High agency: takes ownership and moves fast without waiting for perfect information
Executive presence: comfortable holding senior-level conversations with firm partners and C-suite stakeholders
Office lover: prefers shouting across a room over a Slack message, seeking full-time in-office in NYC

Nice To Haves

Background at a vertical SaaS or professional services platform
Experience selling into or supporting accounting, audit, or finance firms
Experience deploying AI products into regulated industries

Responsibilities

Build and lead the Customer Success function at Basis
Own a portfolio of enterprise accounts as a player-coach: drive adoption, expansion, and renewal
Hire, develop, and manage a team of Customer Success Managers
Define the CS operating model: account segmentation, health metrics, handoff playbooks, and renewal processes
Partner with the Deployed Intelligence team on the handoff from deployment to long-term customer ownership
Partner with Account Executives on QBRs, expansion opportunities, and ARR growth