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.