Director of Customer Success

Talis Consulting Group has been retained to recruit a Director of Customer Success for a well-funded mission-driven startup that is building cutting-edge AI tools with empathy, ethics, and equity in mind.We offer software-based simulations that emulate client conversations for case managers, social service professionals, and frontline practitioners. Our platform gives professionals a safe space to practice, helping real-life client engagements become more consistent, less stressful, and more effective.OverviewWe’re looking for a hands-on, customer-obsessed Director of Customer Success to join our early-stage team. You’ll be the first leader focused on delivering a white-glove experience across onboarding, adoption, and long-term success. This is a true player-coach role: you’ll begin by supporting ~10 nonprofit customers directly, then build the foundation for a scalable Customer Success function.What You Will Do:Onboard and support customers directly:Guide new nonprofit and public-sector customers through the setup and initial adoption process.Ensure customers quickly realize measurable value.Deliver “white glove” service:Communicate effectively with nonprofit executives, supervisors, and frontline staff, building deep relationships at all levels.Provide proactive check-ins, coaching, and tailored success strategies.Gather and share customer feedback:Capture insights from customer conversations and surveys.Represent the “voice of the customer” for product development and go-to-market discussions.Drive adoption and satisfaction:Monitor account health and usage.Spot risks early and take ownership of problem-solving solutions.Lay the groundwork for scale:Create the initial playbooks, templates, and systems for future Customer Success hires.Recommend and utilize Customer Success tools such as HubSpot CRM, helpdesk support, and survey tools.Determine the ideal Customer Success profile for future team members.Internal communications:Share customer wins, issues, and insights regularly with leadership and teammates.Provide clear updates and recommendations to guide product and sales conversations and strategies.Leadership role:Be a member of the executive team and participate in discussions around company goals, strategies, and tactics for success.Act as an advocate for Customer Success within the company, ensuring the customer perspective shapes key decisions.Partner with sales/marketing to refine messaging and set proper customer expectations.What Success Looks Like:Establishing trusted relationships with peers and customers.Customers rate their experience as excellent (CSAT / NPS).Barriers to adoption are quickly identified and removed.Customer retention is strong, with low churn and high satisfaction.A clear foundation is in place for scaling Customer Success in the future.What We’re Looking For:Experience in working in the social service or public health sectors.Experience in identifying and overcoming barriers to success and adoption of new programs or technology.Comfortable being both a strategic and hands-on player. You’ll do the work and design the systems.Strong problem-solving mindset with a bias toward action.Interest in building processes and mentoring future team members.Nice to Have:Strong comfort in using technology and AI models.Experience designing early Customer Success playbooks or scaling Customer Success teams.Familiarity with lightweight CRM or support tools (HubSpot, Intercom, Zendesk, etc.).Why This Role MattersYour work will directly shape customer experience, influence product design, and establish the foundation for a Customer Success team that grows with the company. You’ll play a key role in ensuring customers succeed with our platform.