Founding Customer Success

Evervault•New York, NY

11d•$165,000 - $200,000•Hybrid

About The Position

We are seeking a Customer Success Lead to build and own the customer success function at Evervault. You will report to our Head of Sales and play a critical role in maximizing the value of our existing customer base by identifying priority accounts, surfacing cross-sell and upsell opportunities, and driving usage expansion across our product suite. This is a greenfield role. No inherited playbook or legacy baggage. You’ll define the strategy, then execute it: build the customer segmentation framework, design the health scoring model, create the expansion playbook, and run the motions that drive net revenue retention. You’ll work directly with the Leadership Team to ensure our highest-value customers are deeply engaged and growing their usage of Evervault. Cross-functional influence across Sales, Product Engineering, and Solutions Engineering. The role has real autonomy. You’re expected to operate independently, make judgment calls without consensus, and iterate fast.

Requirements

5+ years in Customer Success, Account Management, or a similar customer-facing role at a B2B SaaS company with a track record of driving expansion revenue
Expansion experience: Demonstrated ability to identify and close cross-sell and upsell opportunities within an existing customer base
Health scoring: Experience building or operationalizing customer health models that predict churn and surface opportunities
Analytical foundation: Proficiency with CRM tools and data analysis; comfortable building dashboards and working with usage data to drive account strategy
Technical aptitude: Able to understand a technical product and have credible conversations with developers and engineering leaders about integrations and use cases
Startup-ready: Comfortable with shifting priorities, compressed timelines, and resource constraints

Nice To Haves

Payments or fintech industry experience
Has built Customer Success as a function from 0→1
Experience with usage-based or consumption-based pricing models
Background in technical or API-first product environments

Responsibilities

Develop a customer segmentation framework that identifies our highest-potential accounts based on revenue, usage patterns, product fit, and expansion signals
Develop and execute expansion playbooks that surface cross-sell and upsell opportunities across our product suite (tokenization, 3DS, network tokens, card insights, Apple Pay/Google Pay)
Own net revenue retention as a primary metric - track, forecast, and drive expansion revenue from the existing customer base
Partner with Account Executives and Solutions Engineers to identify and close expansion opportunities within priority accounts
Monitor usage trends and proactively engage customers who are underutilizing products or have clear expansion potential
Serve as the voice of the customer internally - translate customer feedback, pain points, and feature requests into clear input for Product Engineering
Identify and cultivate customer champions who can serve as references, case studies, and advocates
Build relationships with key stakeholders at priority accounts, establishing Evervault as a trusted partner beyond just the technical integration
Design and implement a customer health scoring model that gives the team real-time visibility into account risk and opportunity
Run regular health checks across the core customer base to surface churn risks early and ensure customers are getting value from Evervault
Own the renewal process of strategic customers by ensuring contracts are renewed on time, at or above current value
Build and maintain dashboards that track customer health, engagement, and satisfaction metrics
Create an early warning system for at-risk accounts and develop intervention playbooks to address common churn drivers
Build the operational infrastructure for customer success from scratch: tooling, workflows, templates, and reporting
Design and document customer lifecycle processes, from onboarding handoff through renewal and expansion
Partner with Revenue Operations to ensure CRM data accurately reflects customer health, engagement, and expansion pipeline