Customer Success Lead

About UsTurnstile is the revenue lifecycle management platform that makes quote-to-cash easy, no matter how you price. Today, revenue, operations, and finance teams struggle with everything from billing customers to rolling out new pricing because their commercial data is scattered across a mess of spreadsheets and siloed tools. Turnstile creates a shared source of truth for your commercial terms and gives you everything you need to manage your revenue lifecycle—from quoting and subscription management to billing and revenue recognition—simplifying workflows so you can scale with ease.We're a small, fully remote, and proven team with multiple "best places to work" awards to our credit. We have strong backing from First Round Capital, prominent usage-based founders and operators, and other top investors. The last company we started, Second Measure, scaled to 70+ people and tens of millions in revenue, and was ultimately acquired by Bloomberg in a landmark deal.The OpportunityAs our first dedicated Customer Success hire, you’ll be an integral part of our early-stage team. You’ll help us build out the Success function and set both near-term and long-term strategies for our customer-facing organization. We’ll look to you to be a trusted advisor and internal advocate for our rapidly growing client roster. Working collaboratively across the entire Turnstile org, you’ll help us scale as we continue to delight our customers.This role is perfect for someone with a sense of customer empathy, experience building customer success orgs from zero to one, who excels in ambiguity, and holds the voice of the customer both internally and externally.If you thrive in high-stakes, fast-paced environments and are obsessed with providing customers with a world-class experience, we want to hear from you!In this role, we'll ask you to:Develop and deploy customer success strategies to ensure an outstanding customer experience, driving customer satisfaction and retention.Manage client renewals and upsells, tracking toward an NDR goal.Build and monitor customer health metrics and conduct regular check-ins to ensure clients are achieving their desired outcomes.Operate at various altitudes. One day you might manage a critical issue with a key client, and the next, help us map out what the right customer success model and motion and structure look like at Turnstile. Helping us shape an overarching GTM strategy.Collaborate with product and engineering teams to relay customer feedback and help drive product roadmap and enhancements based on recurring themes and customer insights.Create educational content and resources to aid customers in better understanding and utilizing Turnstile’s offerings.Implement modern tooling systems (including AI-enabled workflows) to build an efficient and transparent Customer Success org and workflowInitially manage a small Customer Success + Support team, helping to develop and build those teams as we scaleWe'd love to hear from you if:You have 5+ years of experience in Customer Success, ideally at a growing B2B SaaS businessYou’ve partnered with and supported clients at the executive level before. Most of our clients today are Founders and/or C-Suite executivesYou are a proactive self-starter who thrives in ambiguous environments and is skilled at building functions from the ground upYou are an excellent communicator with the ability to effectively manage customer expectations and build strong relationships both internally and externallyYou excel in critical thinking with the ability to identify trends in customer interactions and operationalize insights to improve the customer journeyYou are results-oriented, with a track record of using analytical approaches to impact customer satisfaction positivelyYou are eager to learn, adapt, and scale within a fast-paced, evolving startup atmosphereYou are based on the East Coast and/or able to work EST hoursBonus points for experience with:You have prior experience with products in the revenue or finance stack.You've previously built a customer success function from zero to one.You have worked at an early-stage startup and are familiar with the unique challenges and opportunities involved.Working at TurnstileCompetitive and Fair Pay: Equal pay by role and level at the 75th percentile of SF salaries ($120,000 to $155,000 for this role, depending on level) with meaningful equityFully Remote: Distributed by design with team members from San Francisco to RaleighFully Covered Health Benefits: 100% paid medical, mental health, dental, and vision premiums for you and your familyPaid Parental Leave: 16 weeks for birthing parent, 12 weeks for all other parents welcoming a new child into their home401(k): With 4% company contribution, regardless of what you put inFlexible PTO: Take the time you need to unplug and unwindSetup: New Mac + $1,500 annual stipend to make your home workspace more comfortable and productiveTurnstile is proud to be an equal opportunity workplace. We learn from perspectives that are different from our own and are committed to creating an equitable and inclusive environment for all our employees.We recognize that great talent doesn’t always fit neatly into predefined roles.We consider all candidates for all open roles. lf you fit into more than one role, we ask you only apply to the one you feel is the closest fit.If you’re interested in working with us, but don’t see a clear fit for a posted role, we’d still love to hear from you at [email protected].

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