Customer Success Lead

What you'll do

• Build and lead the Customer Success function at Basis
• Own a portfolio of enterprise accounts as a player-coach: drive adoption, expansion, and renewal
• Hire, develop, and manage a team of Customer Success Managers
• Define the CS operating model: account segmentation, health metrics, handoff playbooks, and renewal processes
• Partner with the Deployed Intelligence team on the handoff from deployment to long-term customer ownership
• Partner with Account Executives on QBRs, expansion opportunities, and ARR growth

What you'll bring

• Experience as a founding or early CS leader
• Direct ownership of a renewal and expansion number against a portfolio of six- and seven-figure enterprise accounts
• Track record hiring and developing CSMs at enterprise scale
• Player-coach by preference: still get energy from running a customer call while building the team

Bonus if you have

• Background at a vertical SaaS or professional services platform
• Experience selling into or supporting accounting, audit, or finance firms
• Experience deploying AI products into regulated industries

What we look for

• Strong commercial instinct: thinks in terms of revenue outcomes; identifies expansion opportunities, manages complex renewals, and spots churn risk before it becomes a problem
• Builder: energized by creating the playbook of a rapidly scaling function
• High agency: takes ownership and moves fast without waiting for perfect information
• Executive presence: comfortable holding senior-level conversations with firm partners and C-suite stakeholders
• Office lover: prefers shouting across a room over a Slack message, seeking full-time in-office in NYC