1C
Customer Success Operations Lead (Startup)
1872 Consulting
🇺🇸 United States
On-site
Staff / Principal
4 months ago
- Square
- triage
- SQL
- Equity
4 months ago
New York City (Union Square) | Hybrid, ~3 days onsite | $120,000–$150,000 (Total Comp) + Equity Company Summary We are a well-funded, seed-stage HR tech company building a simple, automated platform that helps employers stay connected with their alumni and surface them as rehire candidates. Founded by a team of repeat entrepreneurs with successful exits and serve a fast-growing base of mid-market and enterprise customers. We are early, scrappy, and building the future of corporate alumni management from the ground up. Position Summary We are hiring a senior, player-coach Customer Success Operations Lead to launch and scale our enterprise CS function with a strong focus on data. You will build the playbooks, processes, and reporting infrastructure that take CS from V1 to a repeatable operation, while staying hands-on with key customer accounts alongside an existing client-facing teammate. This is a ground-floor leadership role reporting to the COO, with a clear path to build and run the CS team over time. What You'll Do
- Launch and scale the enterprise CS function:design the operating cadence, playbooks, and core processes (onboarding, support-to-success workflows, QBRs, renewals, escalations) and evolve them from V1 to scalable systems.
- Own CS data and reporting end-to-end:build and maintain BI dashboards, define clean metrics, and become the internal expert on customer health and reporting.
- Tag-team enterprise accounts with a client-facing teammate:join key calls, shape account strategy, and provide data-backed storytelling to drive customer outcomes.
- Translate customer needs into clear requirements for Engineering:articulate what needs to be built to make support and success more scalable.
- Automate high-friction manual workflows:intake, triage, reporting, and internal handoffs, so the team scales without unsustainable overhead.
- Lead as a player-coach:set priorities, create clarity in fast-moving days, and mentor the team toward better process.
- Proven enterprise Customer Success experience (support and success), including renewals, expansions, adoption, and senior-stakeholder escalations.
- Experience launching or scaling a CS function from early stage, building playbooks and workflows while still owning execution.
- Exceptional data fluency: comfortable writing SQL and building BI dashboards (e.g., Amazon QuickSight) to drive customer health visibility.
- Track record turning manual, ad hoc reporting into automated, repeatable systems.
- Genuine startup grind: built things from scratch in a fast-paced, resource-light, early-stage environment.
- Player-coach mindset: low-ego, hands-on, willing to do the grunt work; team management experience or clear appetite to lead.
- Strong cross-functional communication; able to run executive-ready QBRs and partner closely with Product and Engineering.
- HR tech or people-function domain experience is a plus.
- 4–10 years of relevant experience.
- Able to work onsite in the NYC office approximately 3 days per week (Union Square).
- US Citizen or Green Card holder only; no visa sponsorship available.
- Ground-floor ownership to build and shape the CS function, with a path to lead the team.
- High visibility with leadership, including company-wide board re-runs and learning sessions on cap tables and fundraising.
- Repeat-founder leadership team, healthy runway, and a strong, growing customer pipeline.
Customer Success Operations Lead (Startup) · 1872 Consulting