**Own Bond's customer relationships from day one.** We're looking for a hungry Customer Success Lead to own the entire post-sale
experience:
- from onboarding and activation to retention and expansion.
- You'll work directly with the founders, talk to exceptional CEOs and executives every day, and leave with a body of work most CS professionals spend a decade building. ### Why This Role Our customers are founders and executives, some of the most high-performing operators in the world.
- In this role you won't just support them.
- You'll get inside how they think, what they obsess over, how they structure their time, and what separates the ones who win from the ones who don't.
- You'll study the best operators in the world up close, every single day, and get paid to do it.
- There is no faster way to grow your network, your knowledge, and your skillset. ### The Role You're joining as a founding member of Bond's growth team, which spans across marketing, sales, and customer success.
- You'll own and build the Customer Support and Success function: the playbook, the tooling, the relationships, and the metrics. ### What You'll Own The full post-sale customer lifecycle: onboarding, activation, retention, expansion.
- Specifically: * Building deep relationships with CEOs and C-suite executives.
- You know their goals, their frustrations, and eventually what keeps them up at night. * Owning the journey to champion: tracking usage patterns, identifying at-risk accounts early, and turning happy customers into referrals, testimonials, and annual contracts. * Building and maintaining customer case files, a living record of every account: what success looks like to them, what they love, what's blocking them, what they've asked for, and whether we've shipped it. * Acting as the bridge between customers and engineering: translating feedback into clear bug reports and feature requests, helping prioritize what gets built, and managing expectations on timelines. * Setting up and owning the metrics: PostHog dashboards tracking DAU/WAU/MAU, NRR, M1 and M3 cohort retention, and usage trends.
- Also connecting the numbers to what customers are actually telling you. * Building automations when something becomes a pattern.
- You'll do things manually first to understand them deeply, but never indefinitely. ### What We're Looking For * You can walk into a room with any CEO or C-suite exec and hold your own: warm, confident, genuine, and a great listener. * You get obsessed with your accounts.
- High EQ.
- You figure out exactly what someone needs and don't stop until they're a champion. * You have some coding or automation experience, enough to build your own workflows without waiting on engineering. * You think like a PM when translating customer feedback into tickets. * You're curious about the full growth picture (sales, marketing, RevOps, pricing) and you want to contribute beyond your lane. * You want to be early.
- You want ownership.
- You want to grow fast.
