Head of Customer Success

Method Financial•San Francisco, CA

3d•$200,000 - $250,000

About The Position

As Method's Head of Customer Success, you'll architect and execute the post-sales engine that drives Method's growth. Reporting directly to the CEO, you'll build world-class customer relationships while establishing the systems, processes, and teams that transform our high-growth fintech product into a predictable, scalable revenue driver. You'll own the entire customer lifecycle, from signed contracts through onboarding, steady-state operations, renewal, and expansion. This isn't just a relationship role; it's an operational leadership position where your success is measured by Time-to-Value (TTV), Net Revenue Retention (NRR), and the efficiency of the CS organization you build. Your influence extends far beyond traditional customer success. You'll shape product development by translating customer insights into actionable roadmap priorities, inform go-to-market strategy, and bridge the gap between customer needs and engineering execution. This is a rare opportunity to define customer success at a company poised for significant growth- building both the high-touch relationships and the scalable infrastructure that will carry us through our next phase of evolution!

Requirements

Seasoned leader with 10+ years in client-facing roles, including experience leading customer success strategies, managing fintech partnerships, working with API products, and building high-performing teams.
Data-obsessed and systems thinker. You use data to support volume and SLA performance. You enjoy building the infrastructure (tooling, playbooks, dashboards) as much as the strategy. You enjoy building the infrastructure (tooling, playbooks, dashboards) as much as the strategy.
Commercially savvy – You understand CS as a profit center and are comfortable discussing NRR, churn cohorts, expansion pipelines, and the strategic priorities that fuel customer success.
Self-starter and owner – Proactive, decisive, and naturally inclined to take initiative. You can manage complex situations by quickly mobilizing resources across the company.
Proven track record in consulting, pre-sales, technical customer success, or similar roles demonstrating measurable operational and commercial impact.
Naturally curious about emerging technologies and fintech trends, staying ahead of industry evolution.
Exceptional collaborator who builds strong relationships across diverse teams and organizations.

Nice To Haves

Experience in finance or fintech industries.
Track record in early-stage or startup environments.
Familiarity with Linear, Retool, and modern CS tech stacks.

Responsibilities

Build the CS Operating System – Design and manage the day-to-day operating cadence. Establish clear reporting structures for team OKRs, health scores, and cross-functional KPIs that provide transparent visibility into our book of business.
Lead and scale the team – Build, mentor, and empower a high-performing customer success organization. Create the conditions for your team to thrive while moving from "manual heroics" toward repeatable, scalable workflows.
Accelerate Time-to-Value – Own and relentlessly optimize the onboarding and implementation lifecycle. Remove bottlenecks to ensure customers realize ROI as quickly as possible and experience seamless success from day one.
Become a trusted advisor – Develop deep expertise in customers' businesses, challenges, and objectives. Position Method as an essential strategic partner in their success.
Define and enforce service standards – Establish clear SLAs for support and implementation. Build internal accountability loops that ensure consistent delivery of high-quality service.
Champion customer insights – Serve as the voice of the customer internally. Quantify feedback and market signals, translating them into prioritized product and strategy recommendations that keep Method ahead of the curve.

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