Head of Customer Success & Support | Remote US or Canada + $100K-$120K Base USD + Equity | High Growth VC Vendor Management Startup

PhillyTech.Co • San Francisco, CA

8d • Remote

About The Position

The Head of Customer Success & Support will own post-sale customer relationships across both sides of a SaaS marketplace: organizations operating business communities and the paying vendor partners serving them. The role personally manages strategic accounts across enterprise organizations, financial institutions, and vendor partners while leading, hiring, and coaching a small customer success and support team.

This leader will build and improve the operating processes behind customer success and support, including onboarding playbooks, service level agreements, escalation paths, ticketing workflows, and account health scoring. Working with Sales, the role connects adoption and engagement to customer value, identifies renewal risks well in advance, and supports renewal, pricing, and expansion conversations. The position also runs customer and vendor reviews, handles escalations, helps customers navigate enterprise security and procurement requirements, and brings customer and vendor insights to Product and Engineering.

The role is suited to a hands-on leader who can build systems, manage executive relationships, coach a team, resolve complex issues, and bring structure to a startup environment. It is a long-term, full-time opportunity for candidates anywhere in the United States or Canada, structured through a contractor agreement, with strong overlap with US Eastern business hours required. The position is fully remote.

Requirements

• At least 6 years of customer success or account management experience, including at least 3 years managing enterprise accounts.
• Experience leading a team while personally managing customer relationships.
• A track record of building or overhauling a customer success or support function in a startup environment.
• Confidence communicating with C-suite executives, managing directors, and other senior stakeholders.
• Experience handling complex escalations and coordinating solutions across departments.
• Familiarity with enterprise security reviews, vendor risk, procurement, and contract and renewal cycles.
• Commercial judgment and comfort participating in renewal, pricing, and expansion conversations.
• Experience using customer data to understand account health and prioritize action.
• Proficiency with CRM and support platforms such as Attio and Intercom, plus practical use of AI to scale support.
• Availability for a full-time commitment with strong overlap with US Eastern business hours.

Nice To Haves

• Financial services or fintech experience.
• Experience supporting banks, investment firms, or enterprise partner programs.
• Experience with marketplaces serving both community partners and vendors.
• A network within the venture capital or private equity ecosystem.

Responsibilities

• Personally manage strategic accounts across enterprise organizations, financial institutions, and vendor partners.
• Lead, hire, and coach a small customer success and support team while maintaining direct account ownership.
• Build and implement onboarding playbooks, service level agreements, escalation paths, and ticketing workflows.
• Establish account health scoring to provide visibility into adoption, engagement, value, and renewal risk.
• Identify renewal risks at least 120 days in advance and coordinate response plans with Sales.
• Partner with Sales on renewals, pricing discussions, and expansion opportunities.
• Run quarterly business reviews and impact reviews that demonstrate the value community partners receive.
• Conduct vendor performance reviews to assess outcomes and strengthen marketplace participation.
• Own escalations and coordinate timely resolutions across internal teams.
• Help customers navigate enterprise security reviews, vendor risk assessments, procurement requirements, and contract cycles.
• Bring actionable customer and vendor insights to Product and Engineering.
• Use CRM, support tools, and AI to improve service consistency and help the team support more customers effectively.

Benefits

• Fully remote work from anywhere in the United States or Canada.
• Long-term opportunity designed for someone who wants to build and grow with the company.
• Direct collaboration with leadership, Sales, Product, and Engineering.
• Ownership of strategic accounts and the customer success operating model.
• Opportunity to lead, develop, and help grow a small team.
• Equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed