Head of Customer Success

Turnkey • New York, NY

1d

About The Position

As the Head of Customer Success at Turnkey, you’ll build and lead our post-sales function — combining technical support, customer success, and developer experience under one roof. You’ll own the full customer journey after launch: ensuring integrations go smoothly, issues are resolved quickly, and customers expand successfully on Turnkey’s platform.
You’ll be responsible for hiring and developing a small but high-performing team, setting metrics and systems to measure success, and building the operational foundation for how Turnkey supports and grows its customer base. This is a player-coach role — you’ll jump into complex customer challenges yourself while building the structure that scales beyond you.
The ideal candidate is both strategic and hands-on: equally comfortable debugging a customer’s API issue as designing the KPIs, playbooks, and processes that define a world-class customer organization.

Requirements

• 5+ years of experience in customer success, support, or post-sales leadership in a technical B2B environment
• Deep understanding of developer or API-driven products, with enough technical fluency to debug issues or guide support teams effectively
• Proven ability to build or scale a customer function from scratch — processes, playbooks, metrics, and hiring
• Excellent communication and stakeholder management skills; you can move seamlessly between customer calls and leadership discussions
• Strong operational instincts — you know how to measure, optimize, and automate without losing the human touch
• High standards for customer experience and accountability — you set the tone for the team and lead by example
• Comfortable working cross-functionally with engineering, product, and go-to-market teams in a fast-paced environment

Nice To Haves

• Experience leading customer teams at a high-growth infrastructure or developer-platform company
• Background in crypto, fintech, or other high-security, high-stakes products
• Experience with metrics dashboards (Grafana, HubSpot, etc.) and data-driven decision-making
• Technical curiosity — you enjoy understanding how things work and helping customers use them better
• Track record of building tight feedback loops between customers and product teams

Responsibilities

• Lead Turnkey’s customer team, spanning customer success and technical support functions
• Define and implement post-sales processes — onboarding, support, and account management — that deliver exceptional customer outcomes
• Set, track, and report on key metrics such as customer health, response time, NPS, churn, and expansion
• Serve as an escalation point for complex technical or operational issues and work directly with customers when needed
• Partner with Product and Engineering to surface recurring issues, product feedback, and feature requests
• Hire, mentor, and grow a team of customer success managers and technical support engineers as the company scales
• Build and maintain internal systems for ticketing, reporting, and documentation to ensure efficiency and visibility
• Drive proactive engagement with customers, identifying expansion opportunities and building long-term relationships
• Contribute to the overall customer experience strategy, aligning closely with leadership on company-wide goals

Benefits

• Full benefits, including medical, dental, vision, life, disability, HSA/FSA, 401(k)
• Paid parental leave
• Unlimited PTO
• $3,000/yr learning and development budget to attend industry conferences
• Multiple team offsites per year
• Macbook Pro laptop
• Lunch stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees