Founding Customer Success Lead

Location: On-site, Union Square, NYC

Compensation: $130k - $170k + equity

Why This Role Matters

Our customers are large enterprises making big bets on AI. When they work with us, they need to feel like they’re in extraordinary hands. That’s what this role is about.

Today, our customer relationships are spread across the CEO, engineering, and operations. It works, but it doesn’t scale, and we’re not as good at it as we’d like to be. We need one person to own customer health end to end: the executive relationships, the onboarding, the value delivery, and the systems that make all of it repeatable.

This is our first customer success hire. You’ll build the function from scratch.

About Voiceops

Every revenue team is about to be rebuilt around AI. Voiceops is the AI platform to help B2C companies get there. Our products automate the work that drives revenue: sales coaching, compliance, lead scoring, CRM enrichment, marketing strategy, product strategy, and customer communication. We combine frontier AI, deep domain expertise, and an enterprise-grade platform to help companies transform into AI-first revenue operations.

We work with insurance, financial services, and education companies, industries that form the backbone of the US economy. AI is going to be transformative for these businesses and for the consumers they serve. Our clients already include multi-billion dollar Fortune 500 companies.

Our AI is the first that learns on the job. It observes work, tries tasks, and asks questions along the way, quickly becoming a top employee whose expertise scales infinitely.

Our team is scrappy, sharp, and fast-moving. Eight people, multi-billion dollar clients, and a product that’s working. With this foundation, we are ready to scale our team.

The Role

You’ll be the single point of ownership for how our customers experience Voiceops. Right now that’s a portfolio of high-value enterprise accounts. As we grow, so does the book.

The job comes down to three things:

Executive relationships. This is the most important part of the job. Our customers are run by senior leaders who are making a bet on us and on AI. They need to feel like they have a partner who understands their business, anticipates their needs, and makes them look good internally. Today our CEO handles most of these relationships. You’ll take them over and do it better. That means you’re the kind of person a VP or C-suite exec trusts immediately, not because you’re polished, but because you’re sharp, prepared, and genuinely helpful.

Onboarding and value delivery. You’ll coordinate the end-to-end customer journey, from initial deployment through ongoing value delivery. You’ll work across our engineering, operations, and product teams to make sure customers are set up well and seeing results fast. You’ll surface insights on what’s working, flag risks early, and make sure every customer feels like they’re getting outsized value from the platform. You own retention.

Systems. You’ll build the playbooks, health scoring, and processes that make customer success repeatable as we scale. We’re an AI company and we expect every function to be built AI-first. That means your first instinct should be to automate, not to manually track. You should be comfortable using AI tools not just for productivity but for building agentic workflows. Think beyond ChatGPT to tools like Claude Code and similar platforms where you’re actually building systems, not just asking questions. You don’t need to be a developer, but you do need to think like one.

You’ll work directly with the CEO and across every function. This is a building role. If you want a playbook handed to you, this isn’t the right fit. If you want to write the playbook, keep reading.

We see this role growing into a broader customer-facing leadership function: owning the customer success team, shaping how we think about customer experience, and having a seat at the table as we scale.

Who Belongs Here

We hire for extreme curiosity, speed, and high ownership. It’s only through those traits that we built what we’ve built with a team of 8, and it’s the foundation of who we are.

Curiosity means you learn fast, ask great questions, and build strong instincts quickly. You can sit down with a customer’s VP of Sales in the morning and an implementation lead in the afternoon and both feel like you deeply understand what they care about. Off calls, you’re constantly asking how we can improve: what’s driving churn risk, where we can deliver more value, how we can make our customers more successful.

Speed means you bias toward action. You respond to customer emails and internal Slack messages in minutes, not hours. When you spot a risk or an opportunity, you act on it right away rather than letting it sit.

Ownership means you take full responsibility for outcomes. When a customer isn’t seeing value, you don’t wait for someone else to fix it. You figure out what’s going wrong and you drive the solution, even when there are dependencies that feel outside your control. The people who thrive here hold themselves to a higher standard than anyone else would hold them to.

We also just want to work with genuinely good people. Warm, reliable, easy to work with. That matters to us as much as anything else.

Requirements

5+ years of customer success, account management, or client-facing experience at a B2B SaaS company, ideally working with enterprise accounts in a startup or high-growth environment

You’ve personally owned executive-level relationships and have a track record of driving retention and customer outcomes

You’ve built or significantly improved CS processes, not just followed them

You’re already using AI tools in your workflow and excited to push further. Comfortable with agentic coding tools, not just chat interfaces

You’ve consistently been a top performer on your team

Based in New York or willing to relocate (5 days a week in-office)