Customer Success Lead

About The Role

Basis is deployed with the top accounting firms in the country. As our customer base grows, so does the long-term opportunity we hold with each firm – expanding across practices, deepening adoption, and growing into a mission-critical platform. We're building a dedicated Customer Success function to own those relationships. This is a founding role. You'll come in as a player-coach, managing a portfolio of enterprise accounts directly while hiring, building, and leading the CS team. You'll write the CS playbook, own renewal performance, and build the infrastructure for a function that scales alongside one of the fastest-growing companies in AI.

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

Benefits

• Health & Wellness: Premium Medical, Dental, and Vision coverage; Life Insurance; and 6 coaching & 6 therapy sessions through Spring Health.
• Time off: Unlimited PTO + 12 paid company holidays.
• In-Office Perks: Daily meal stipends, a fully stocked kitchen, and $300 toward your custom desk setup.
• Financial Benefits: Pre-tax commuter benefits and 401(k) retirement plan.
• Team Culture: Monthly office activities and frequent optional team happy hours.
• Parental Leave