Head of Customer Success

Tabs•New York, NY

13d•$216,000 - $276,000•Onsite

About The Position

Tabs is hiring a Head of Customer Success to lead our CS function as we scale. You’ll run the team, own how retention and expansion actually get delivered across the book of business, and partner closely with leadership across Client Services. This is a senior, hands-on role for someone who makes things happen. You’ll bring the operational horsepower to turn goals into results, keep the team executing at a high bar, and stay close enough to our most important accounts to step into the room with executive stakeholders when it counts. You’ll partner closely with Implementation on smooth handoffs and go-lives, and with Sales, Product Delivery, Support, Product, and Engineering so customers don’t just adopt Tabs — they see measurable ROI and grow with us.

Requirements

8–12+ years in customer success or post-sale roles, with 5+ years leading and managing teams.
A track record of building or leading CS teams in high-growth B2B SaaS or fintech, and consistently delivering against retention and expansion targets.
Proven ability to hire well, coach directly, and hold a high bar without micromanaging.
A process-builder by nature: you design systems that scale, not just one-off fixes.
Strong accounting and technical fluency — bonus points if you have knowledge of ASC 606 revenue recognition, order-to-cash workflows, and ERP integrations (NetSuite, QuickBooks, Sage) and CRMs (Salesforce, HubSpot).
Comfortable operating cross-functionally with Sales, Product Delivery, Support, Implementation, Product, and Engineering, and balancing IC work with team leadership.
An excellent communicator who distills complexity into clarity for any audience, with high customer EQ.
Based in New York City, available to work 5 days per week in office at our Soho HQ.

Nice To Haves

Background in accounting or finance software is a strong plus; CPA or Big Four experience welcome.

Responsibilities

Drive retention and expansion: Own how the numbers get hit — the motions, the renewal forecast, the risk management, and the day-to-day execution that protects and grows the base.
Hire, develop, and retain the team: Lead and grow the CS team — managing both individual contributors and a manager. Define career paths, performance standards, and coaching rhythms, and hold a high bar without micromanaging.
Be the senior escalation point: Step in decisively with customers when an account needs it — to reset expectations, unblock the team, and drive to resolution.
Run the operating model: Design and refine escalation paths, staffing plans, workload distribution, success plans, QBR cadences, and renewal and expansion motions — keeping what works and fixing what doesn’t.
Instrument the function: Build the reporting and tooling that give leadership clear visibility into account health, risk, and expansion opportunities — and prove the impact of the function.
Own the team’s knowledge base: Keep best practices, tooling and product enablement, configuration preferences, and playbooks current and useful.
Deliver measurable outcomes: Help customers reduce DSO, deepen automation adoption, and realize clear ROI — and connect team performance to the value Tabs delivers.
Carry the voice of the customer: Bring sharp, specific feedback to Product and Engineering on why an accounting nuance matters, and help shape what gets built.
Partner across the company: Own the interface between CS and Implementation, Sales, Support, Product, and Engineering on handoffs, renewals, expansion, and escalations spanning ERPs, CRMs, payments, and tax systems.

Benefits

Competitive compensation and equity
Unlimited PTO
Up to 100% employer covered monthly healthcare premium (medical, dental, vision)
Lunch provided via Sharebite, plus dinner for any later in office days.
Parental leave up to 12 weeks
Tax free commuter and parking benefits
Voluntary insurances (Life, Hospital, Critical Illness, Accident)
Employee Assistance Program (Rightway)
Free One Medical Membership
401k