Head of Customer Success

Pivotal Partners is exclusively partnered with a Series A $40m Gen AI Fintech platform.

We’re hiring a Founding Head of Customer Success to inherit a team and build the post-sales function from the ground up. We've already brought in top talent from Datadog, Confluent, Forter, MongoDB, and Benchling and we’re just getting started.

This is a rare opportunity to join a high-growth Series A startup, backed by a proven leadership team, and help build the customer success engine that drives us from $0 to $200M+ in ARR.

Location: US remote

Why this role stands out:

• Equity-first compensation: Equity is offered at the Series A strike price and is not diluted due to the organization being bootstrapped by the founder. You will be part of the upside from day one.
• Proven leadership: You’ll work directly with the CEO and VP of Sales, both of whom have scaled and IPO’d with their previous companies. The playbook is proven and designed for scale.
• Direct access to product + GTM: You’ll be working closely with product, engineering, sales, and executive leadership. No silos, no red tape, just real influence and ownership.
• Founding team member: This is a foundational hire. You’ll be inheriting a team of 7 Professional Services Architects and 2 Customer Success Managers, and laying the foundation for how we support, grow, and retain customers.

Responsibilities:

• Own and scale the Customer Success function, including onboarding, renewals, expansion, and ongoing customer health.
• Build and implement customer journey frameworks, including QBRs, adoption plans, and health scoring.
• Act as the strategic voice of the customer across product, sales, and engineering.
• Partner with Product to surface feedback that directly informs roadmap prioritization.
• Develop customer success metrics, playbooks, and tooling from the ground up.
• Drive expansion revenue through upsell and cross-sell initiatives in close partnership with Sales.
• Hire, coach, and grow a team of high-performing CSMs and support professionals.

Who we’re looking for:

• A hands-on Customer Success/Technical Account Manager/ Professional Services Leader with experience building CS orgs at early-stage, high-growth B2B SaaS companies.
• Experience supporting technical buyers in infrastructure, dev tools, fintech, or data-heavy verticals.
• Strong customer-facing presence with an ability to build deep, trusted relationships with strategic accounts.
• Comfortable operating in ambiguity and building systems from scratch while staying strategic.