# Head of Customer Success

**Company:** [Tabs](https://hotfix.jobs/companies/tabs)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $216k – $276k/yr
**Experience:** 8+ years
**Skills:** Customer Success, Team Leadership, Retention Strategies, Expansion Motions, ASC 606, Order-To-Cash, Erp Integrations, NetSuite, Quickbooks, Sage, Salesforce, HubSpot, Finance Workflows, Accounting Software
**Posted:** 2026-07-02

> Lead the Customer Success team at Tabs, driving retention, expansion, and measurable ROI for AI-native revenue platform customers in finance and accounting. Build and manage the CS function while staying hands-on with key accounts, requiring 8+ years in post-sale roles and deep finance fluency.

## Job Description

## What You’ll Do
- Drive retention and expansion: Own the motions, renewal forecast, risk management, and day-to-day execution that protects and grows the base.
- Hire, develop, and retain the team: Lead and grow the CS team — managing both individual contributors and a manager. Define career paths, performance standards, and coaching rhythms.
- Be the senior escalation point: Step in decisively with customers to reset expectations, unblock the team, and drive to resolution.
- Run the operating model: Design and refine escalation paths, staffing plans, workload distribution, success plans, QBR cadences, and renewal and expansion motions.
- Instrument the function: Build the reporting and tooling that give leadership clear visibility into account health, risk, and expansion opportunities.
- Own the team’s knowledge base: Keep best practices, tooling and product enablement, configuration preferences, and playbooks current.
- Deliver measurable outcomes: Help customers reduce DSO, deepen automation adoption, and realize clear ROI.
- Carry the voice of the customer: Bring sharp, specific feedback to Product and Engineering.
- Partner across the company: Own the interface between CS and Implementation, Sales, Support, Product, and Engineering on handoffs, renewals, expansion, and escalations.

## Who You Are
- Operator at heart: energized by systematizing what works and iterating relentlessly.
- Comfortable balancing IC work with team leadership: running a team while staying hands-on with key accounts.
- Deep fluency in finance and accounting workflows.
- Thrive in a fast, high-ambiguity environment.
- Earn credibility with every audience — CFOs, controllers, AR teams, engineers, and your own team.
- Distill complexity into clarity; let data drive decisions.

## Requirements
- 8–12+ years in customer success or post-sale roles, with 5+ years leading and managing teams.
- Track record of building or leading CS teams in high-growth B2B SaaS or fintech, consistently delivering against retention and expansion targets.
- Proven ability to hire well, coach directly, and hold a high bar without micromanaging.
- Process-builder: design systems that scale.
- Strong accounting and technical fluency.
- Knowledge of ASC 606 revenue recognition, order-to-cash workflows, and ERP integrations (NetSuite, QuickBooks, Sage) and CRMs (Salesforce, HubSpot) is a plus.
- Comfortable operating cross-functionally with Sales, Product Delivery, Support, Implementation, Product, and Engineering.
- Excellent communicator with high customer EQ.
- Background in accounting or finance software is a strong plus; CPA or Big Four experience welcome.
- Based in New York City, available to work 5 days per week in office at our Soho HQ.

## Nice-to-Haves
- CPA or Big Four experience.
- Knowledge of ASC 606, order-to-cash, ERP (NetSuite, QuickBooks, Sage), CRMs (Salesforce, HubSpot).

## Compensation and Benefits
- Competitive compensation and equity (base salary range $216,000 - $276,000).
- Unlimited PTO.
- Up to 100% employer covered monthly healthcare premium (medical, dental, vision).
- Lunch provided via Sharebite, plus dinner for late office days.
- Parental leave up to 12 weeks.
- Tax free commuter and parking benefits.
- Voluntary insurances (Life, Hospital, Critical Illness, Accident).
- Employee Assistance Program.
- Free One Medical Membership.
- 401k.

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