Head of Customer Success

Responsibilities

• Own the Customer Journey: Lead the entire post-implementation lifecycle for our customers—from initial handoff through renewals and upsells—ensuring a seamless and high-impact experience at every step.
• Build & Scale the CS Org: Hire, manage, and mentor a growing team across customer success and support. Implement scalable structures, playbooks, and KPIs to support Casap’s rapid growth.
• Drive Strategic Outcomes: Build deep relationships with customers, understand their evolving needs, and proactively drive product adoption, account expansion, and long-term loyalty.
• Collaborate Cross-Functionally: Partner closely with Product, Engineering, and Sales to surface customer insights, influence roadmap priorities, and continuously improve the customer experience.
• Elevate Support Operations: Develop a high-performing support function with clear SLAs, fast resolution times, and a white-glove experience for our financial institution clients.
• Build Systems & Processes: Define success metrics, reporting cadences, and operational workflows that help scale the team while maintaining quality and responsiveness.
• Act as a Trusted Advisor: Represent Casap with executive presence in customer conversations, earning the trust of key stakeholders across banks, credit unions, and fintechs.

Qualifications

• 8+ years of experience in B2B SaaS Customer Success, with a strong track record in high-touch, strategic accounts—ideally mid-market and enterprise customers.
• Proven ability to build and scale post-sales functions, including hiring, org design, and process development.
• Analytical and metrics-driven, with experience managing to net retention, CSAT, and support SLAs.
• Deep understanding of customer success best practices and playbooks for early-stage SaaS companies.
• Background in fintech or working with financial institutions; experience with the office of the CFO is a strong plus.
• Familiarity with ERPs (e.g., QuickBooks, NetSuite) and/or financial systems integration workflows.
• Excellent communication and stakeholder management skills; comfortable engaging both technical and executive-level contacts.
• Hands-on, scrappy, and excited to build in a fast-paced startup environment!