# Customer Success Lead

**Company:** [Basis](https://hotfix.jobs/companies/basis-2)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $125k – $250k/yr
**Skills:** Customer Success, Enterprise Accounts, Renewals, Expansion, Account Management, QBRs, Csm Management, SaaS, Professional Services, Ai Products
**Posted:** 2026-04-28

> Founding Customer Success Lead building and leading the CS function, managing enterprise accounts to drive adoption, expansion, and renewals while hiring and developing a team. Requires experience owning high-value accounts and strong commercial instincts; full-time in-office NYC.

## Job Description

## 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

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