[Remote] Founding Customer Success Lead

Note: The job is a remote job and is open to candidates in USA. Spangle AI helps enterprise retailers improve AI-driven product discovery and conversion. The Founding Customer Success Lead will build strategic customer partnerships, drive adoption, expansion, renewals, and retention, and bring customer insights into product and company strategy.

Responsibilities

• Enterprise account relationships. Build close relationships with the VP of Ecommerce, CMO, or CDO at each customer. You’ll be a trusted advisor they rely on, not just a vendor contact
• Land & Expand. Help customers bring Spangle to more of their commerce surfaces as they grow with us, building long-term partnerships one account at a time
• Reference customer program. Partner with customers on case studies, co-marketing, and speaking opportunities at events like Shoptalk, NRF, and BoF VOICES
• Renewal and retention. Own the renewal calendar and build an early-warning system so we can support customers before issues arise. We’re proud to have zero churn, and you’ll help keep it that way
• Customer voice into product. Work with product leadership to turn customer feedback into product priorities. Host quarterly customer advisory sessions
• Onboarding and sales-to-CS handoff. Design a smooth handoff from Sales and build our onboarding playbook, helping customers move from POC to launch to expansion-ready in just weeks
• Measurement. Build our customer health scoring and a weekly customer dashboard that gives the CEO and leadership team a clear picture

Skills

• 6+ years in B2B SaaS customer success, including the last 3–4 managing enterprise accounts with expansion goals
• Experience personally managing a $5M+ ARR book, with expansion results you're proud of
• A track record of growing accounts, not just retaining them
• Strong commercial instincts across pricing, renewals, and building expansion cases
• Relationships with enterprise commerce or retail leaders (VPs of E-commerce, CMOs, CDOs), or a clear 90-day plan for building them
• You use AI every day. Claude, GPT, Perplexity, or similar tools are part of how you work, and you enjoy walking people through the automations you've built
• You're a natural partner to founders and senior leaders. You bring the customer's voice into the company with clarity and focus, and you bring your own perspective to leadership conversations
• A background at a digital agency (in marketing or analytics roles), or at an AI-native or modern B2B SaaS company (Snowflake, Datadog, MongoDB, Stripe, Klaviyo, Attentive, Linear, Vercel, Notion)
• Experience in commerce or retail tech, ideally with exposure to contemporary or mass market retailers and the brands that sell to them
• Founding CS hire at a company that grew from $0 to $20M+ ARR
• Comfort with measurement. Familiarity with Gainsight or similar tools is great, though you might enjoy building something custom even more

Benefits

• Uncapped commission
• Equity
• Health, dental, and vision insurance
• 401(k)
• Unlimited PTO
• Remote (United States)

Company Overview