Founding Customer Success, Evervault

• Revenue-minded: You see customer success as a growth function, not a support function. Expansion and retention are the metrics you care about most
• Data-obsessed: You use usage data, health scores, and engagement metrics to prioritize your time and drive decisions rather than gut feel
• Builder mentality: Excited to create structure where none exists - playbooks, processes, segmentation, and scoring models from zero
• Strong communicator who can translate customer needs into actionable insights for Sales, Product, and Engineering stakeholders
• Bias toward action with a strong sense of ownership
• Comfortable operating in ambiguity and making tradeoffs with incomplete information
• 5+ years in Customer Success, Account Management, or a similar customer-facing role at a B2B SaaS company with a track record of driving expansion revenue
• Expansion experience: Demonstrated ability to identify and close cross-sell and upsell opportunities within an existing customer base
• Health scoring: Experience building or operationalizing customer health models that predict churn and surface opportunities
• Analytical foundation: Proficiency with CRM tools and data analysis; comfortable building dashboards and working with usage data to drive account strategy
• Technical aptitude: Able to understand a technical product and have credible conversations with developers and engineering leaders about integrations and use cases
• Startup-ready: Comfortable with shifting priorities, compressed timelines, and resource constraints

Desirable

• We are seeking a Customer Success Lead to build and own the customer success function at Evervault. You will report to our Head of Sales and play a critical role in maximizing the value of our existing customer base by identifying priority accounts, surfacing cross-sell and upsell opportunities, and driving usage expansion across our product suite
• This is a greenfield role. No inherited playbook or legacy baggage. You’ll define the strategy, then execute it: build the customer segmentation framework, design the health scoring model, create the expansion playbook, and run the motions that drive net revenue retention
• You’ll work directly with the Leadership Team to ensure our highest-value customers are deeply engaged and growing their usage of Evervault. Cross-functional influence across Sales, Product Engineering, and Solutions Engineering. The role has real autonomy. You’re expected to operate independently, make judgment calls without consensus, and iterate fast
• Develop a customer segmentation framework that identifies our highest-potential accounts based on revenue, usage patterns, product fit, and expansion signals
• Develop and execute expansion playbooks that surface cross-sell and upsell opportunities across our product suite (tokenization, 3DS, network tokens, card insights, Apple Pay/Google Pay)
• Own net revenue retention as a primary metric - track, forecast, and drive expansion revenue from the existing customer base
• Partner with Account Executives and Solutions Engineers to identify and close expansion opportunities within priority accounts
• Monitor usage trends and proactively engage customers who are underutilizing products or have clear expansion potential
• Serve as the voice of the customer internally - translate customer feedback, pain points, and feature requests into clear input for Product Engineering
• Identify and cultivate customer champions who can serve as references, case studies, and advocates
• Build relationships with key stakeholders at priority accounts, establishing Evervault as a trusted partner beyond just the technical integration
• Design and implement a customer health scoring model that gives the team real-time visibility into account risk and opportunity
• Run regular health checks across the core customer base to surface churn risks early and ensure customers are getting value from Evervault
• Own the renewal process of strategic customers by ensuring contracts are renewed on time, at or above current value
• Build and maintain dashboards that track customer health, engagement, and satisfaction metrics
• Create an early warning system for at-risk accounts and develop intervention playbooks to address common churn drivers
• Build the operational infrastructure for customer success from scratch: tooling, workflows, templates, and reporting
• Design and document customer lifecycle processes, from onboarding handoff through renewal and expansion
• Partner with Revenue Operations to ensure CRM data accurately reflects customer health, engagement, and expansion pipeline