Head of US Customer Success

Famly•Washington, DC

1d•$80,000 - $90,000•Onsite

About The Position

At Famly, we are dedicated to building a platform that empowers teachers, parents, and children to thrive. Our product is trusted by hundreds of thousands globally, and our core mission is to help every customer, from small childcare providers to large key accounts, succeed at what matters most: caring for children and supporting the communities they serve. To help us do this, we’re looking for a Head of US Customer Success who is excited to lead from the front and build durable and human-centered partnerships with childcare providers all over the country. You’ll be joining our office in Arlington, VA, and lead a small team (initially one person), while also yourself owning onboarding and account management for a portfolio of US customers. As the team and customer base grow, you’ll help shape and execute on our efforts to scale customer value and ensure long-term customer relationships - no matter how big or small. Your background might look like this: You have hands-on experience working in childcare and deeply understand the operational realities, pressures, and decision-making that providers face. OR you bring strong Customer Success/Account Management experience and have worked closely with childcare providers or similar service-based small businesses with a genuine interest in learning the childcare domain fast. You’re comfortable wearing multiple hats: onboarding new customers, managing renewals and expansions, handling escalations, and coaching others (sometimes all in the same week).

Requirements

Player/coach mindset: You enjoy doing the work yourself and see hands-on customer work as a strength.
Strong customer judgment: You can balance empathy with commercial clarity, especially in high-stakes or emotionally charged situations.
Operational curiosity: You like improving processes, not just following them, and you’re comfortable testing, iterating, and scaling what works.
Commercial awareness: You understand how onboarding quality, retention, and expansion connect to revenue and long-term customer value.
Comfort with tools & data: You don’t need to be technical, but you’re confident learning software tools, CRMs, and reporting, and using insights to guide priorities.
Clear, warm communication: You build trust easily with both customers and colleagues, and can explain complex things simply.

Nice To Haves

Have led or supported a childcare center, maybe even as a Center Director or Assistant Director, and are ready to bring that experience into a software environment
Care deeply about improving outcomes for educators, children, and families
Are energized by building something early-stage in the US - with support from a more mature global organization

Benefits

Base salary: $80–90K
401(k) and comprehensive health insurance (HSA & FSA included)
25 days of PTO, plus unlimited sick days
$1,000 annual Learning & Development budget
Top-notch IT equipment to set you up for success
A beautiful WeWork office with free coffee, stocked fridge, gym, and bike room
You’ll be surrounded by clever, kind people who support each other
We give you ownership - freedom to try new things, backed by trust
On-site learning from peers, leaders, and coaches, as well as regular team and company activities, including trips to our headquarters in Copenhagen, Denmark, as needed to collaborate with global teammates.
A mission you can believe in and see the impact of daily