Note: The job is a remote job and is open to candidates in USA. SpangleAI is a pioneering company in AI-driven product discovery for enterprise retailers. The Founding Customer Success Lead will be responsible for transforming customers into long-term strategic partners, focusing on customer expansion and ensuring product feedback is integrated into the company's offerings.
Responsibilities
- Enterprise account relationships. Direct line to VP Ecommerce / CMO / CDO at every customer. Trusted advisor, not vendor
- Land & Expand. Expand the platform across additional commerce surfaces as customers grow with us. Build long-term expansion account by account
- Reference customer program. Case studies, co-marketing, speaker placements (Shoptalk, NRF, BoF VOICES) with customers
- Renewal and retention. Own the renewal calendar. Build the early-warning system. Preserve zero churn
- Customer voice into product. Translate customer feedback into product priorities with product leadership. Run quarterly customer advisory sessions
- Onboarding and sales-to-CS handoff. Define the handoff motion. Build the standard onboarding playbook. POC → launch → expansion-ready in weeks
- Measurement. Customer health scoring. Weekly customer-state dashboard the CEO reads in five minutes
Skills
- 6+ years in B2B SaaS customer success; last 3–4 owning enterprise accounts with expansion responsibility
- Personally managed a $5M+ ARR book with measurable expansion outcomes
- Track record of expansion motion, not just retention. Specific dollar answers
- Strong commercial instincts. Pricing, renewal, expansion cases
- Direct relationships with enterprise commerce or retail buyers (VPs of E-commerce, CMOs, CDOs), or a clear 90-day plan for building them
- AI-native daily operator. Claude / GPT / Perplexity in your workflow. Personal automations you can walk us through with specificity
- Founder-partner energy. Bring customer voice into the company, not customer noise
- Digital Agency (Marketing or Analytics roles) or AI-native or modern B2B SaaS background (Snowflake, Datadog, MongoDB, Stripe, Klaviyo, Attentive, Linear, Vercel, Notion)
- Commerce or retail-tech adjacency. You've worked with REVOLVE-tier brands
- Founding CS hire at a company that went $0 → $20M+ ARR
- Comfort with measurement. Gainsight or equivalent, but lean toward custom-build
Benefits
- Health, dental, and vision insurance
- 401(k)
- Unlimited PTO
Company Overview