Customer Success Lead, Alethea
$105-160k
Plus stock option grant
3 days a week in office
Combatting online disinformation & manipulation
Open for applications
Combatting online disinformation & manipulation
21-100 employees
Open for applications
$105-160k
Plus stock option grant
3 days a week in office
21-100 employees
Company mission
To protect organizations from harm caused by disinformation, misinformation, and social media manipulation.
Role
Who you are
- You should thrive in ambiguity, have strong strategic instincts, and a bias toward action. This is a critical leadership role — perfect for someone who likes building the plane while flying it
- Have 8+ years of experience in customer-facing roles (customer success, consulting, or account management), ideally in startup or fast-growth environments
- Are client-obsessed and have worked directly, preferably as the lead, with enterprise or nonprofit clients
- Are a strong communicator with high EQ — someone who builds trust, navigates complexity, and handles high-stakes situations with calm and clarity
- Have experience interfacing with senior leaders and can translate customer needs into product and business strategy. Be the advocate for our clients internally
- Are a skilled project manager who keeps trains running on time, sees around corners, and ensures flawless execution
- Bring a low-ego, mission-driven mindset. You're collaborative, detail-oriented, curious, and cool under pressure
What the job involves
- We're hiring a Customer Success Lead to build, lead, and scale our client/account management function from the ground up.
- You’ll be one of the primary interfaces with our customers, helping them fully realize the value of our insights and technology, and shaping how our company listens to, serves, and grows client relationships.
- Design and implement a structured customer success framework focused on lifecycle management, customer engagement, and value realization
- Stand up scalable systems for account management and client retention, including account and renewal/upsell plans
- Segment accounts and design account management strategies tailored to Alethea’s distinct categories of clients (persona, industry, etc)
- Act as the executive point of contact for clients, particularly during early onboarding, renewals/upsells, and day-to-day engagements
- Lead executive business reviews (EBRs), manage account health, and identify churn risks and expansion opportunities
- Surface and synthesize client feedback to influence product development, platform improvements, and go-to-market strategy
- Work cross-functionally with Analysis, Product, Engineering, and Comms/Marketing to deliver a cohesive customer experience
- Build playbooks, content, and training to support platform adoption and user enablement
- Own renewals, extensions, and account expansion by identifying evolving client needs and navigating procurement processes
- Develop proactive lifecycle campaigns to drive engagement and long-term stickiness
- Manage, and eventually scale, a high-performing customer success team as the company and client base grows
- Define KPIs, workflows, and success metrics to track team performance and client outcomes
Our take
The rise of online disinformation, misinformation and manipulation campaigns is a growing and concerning problem, and one that can be difficult to combat. Alethea hopes to make this easier for organizations with its Artemis platform, which was built to monitor, detect, assess and mitigate disinformation attacks.
Using billions of data points, the platform leverages multichannel analysis to detect risks and deal with them before any damage is done. By deciphering which risks pose a real threat, and which can be ignored, it empowers cybersecurity teams to focus their efforts in the right places.
Through this approach, users can proactively defend themselves against the weaponisation of information. As this becomes a more prominent problem, Alethea has no shortage of potential clientele, while 2023 funding enabled it to grow its teams and triple its revenues across 2024.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Apr 2024
$20m
SERIES B
Nov 2022
$10m
SERIES A
Total funding: $30m
Company benefits
- Stock options (negotiated based on experience)
- Healthcare at the gold-tier level, dental, and vision is fully funded by the employer, plus 50% of dependent coverage is provided by the employer
- Unlimited vacation, sick leave and office closure between Christmas and New Year’s, plus extended holidays at Thanksgiving and the 4th of July
- Employer sponsored 401k with a 3% match
Company HQ
Hillcrest Heights, MD
Leadership
Lisa Kaplan
(Founder & CEO)Fellow of the National Security Institute, Member of the Board of Trustees at the Institute for Public Relations, Member of the Board of Visitors of Colby College and Associate of the Argonne National Laboratory.
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