**Own Bond's customer relationships from day one.** We're looking for a hungry Customer Success Lead to own the entire post-sale experience: from onboarding and activation to retention and expansion. You'll work directly with the founders, talk to exceptional CEOs and executives every day, and leave with a body of work most CS professionals spend a decade building.
### Why This Role
Our customers are founders and executives, some of the most high-performing operators in the world. In this role you won't just support them. You'll get inside how they think, what they obsess over, how they structure their time, and what separates the ones who win from the ones who don't. You'll study the best operators in the world up close, every single day, and get paid to do it. There is no faster way to grow your network, your knowledge, and your skillset.
### The Role
You're joining as a founding member of Bond's growth team, which spans across marketing, sales, and customer success. You'll own and build the Customer Support and Success function: the playbook, the tooling, the relationships, and the metrics.
### What You'll Own
The full post-sale customer lifecycle: onboarding, activation, retention, expansion. Specifically:
* Building deep relationships with CEOs and C-suite executives. You know their goals, their frustrations, and eventually what keeps them up at night.
* Owning the journey to champion: tracking usage patterns, identifying at-risk accounts early, and turning happy customers into referrals, testimonials, and annual contracts.
* Building and maintaining customer case files, a living record of every account: what success looks like to them, what they love, what's blocking them, what they've asked for, and whether we've shipped it.
* Acting as the bridge between customers and engineering: translating feedback into clear bug reports and feature requests, helping prioritize what gets built, and managing expectations on timelines.
* Setting up and owning the metrics: PostHog dashboards tracking DAU/WAU/MAU, NRR, M1 and M3 cohort retention, and usage trends. Also connecting the numbers to what customers are actually telling you.
* Building automations when something becomes a pattern. You'll do things manually first to understand them deeply, but never indefinitely.
### What We're Looking For
* You can walk into a room with any CEO or C-suite exec and hold your own: warm, confident, genuine, and a great listener.
* You get obsessed with your accounts. High EQ. You figure out exactly what someone needs and don't stop until they're a champion.
* You have some coding or automation experience, enough to build your own workflows without waiting on engineering.
* You think like a PM when translating customer feedback into tickets.
* You're curious about the full growth picture (sales, marketing, RevOps, pricing) and you want to contribute beyond your lane.
* You want to be early. You want ownership. You want to grow fast.
Visa sponsorship is not available for this role.
