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Strella is an AI-powered platform transforming qualitative research through real-time, AI-moderated interviews and automated synthesis. The company is venture-backed, fast-growing, and working with leading product, marketing, and consumer insights teams.
As Customer Success Lead, you will build and own Strella's customer success function from the ground up. This is a high-impact role with significant scope and visibility.
Key Responsibilities:
Own the Customer Relationship: Serve as the senior point of contact for key accounts, building trusted relationships with champions and executive stakeholders. Develop deep understanding of each customer's research goals, use cases, and success criteria. Proactively nurture accounts through regular check-ins, business reviews, and value-recap touchpoints throughout the customer lifecycle.
Drive Renewals & Growth: Own renewal outcomes across your book of business, forecasting risk early and building mitigation plans. Identify and execute upsell and expansion opportunities in partnership with Sales. Own retention and net revenue retention targets.
Build the Playbook: Develop repeatable playbooks for onboarding, adoption, QBRs, renewals, and expansion. Establish metrics and health scores that define account health at each stage and build dashboards to track performance. Continuously refine playbooks based on what works across the business.
Lead the Team: Manage and coach a team of Customer Ops Associates and CSMs. Set clear goals, provide regular feedback, and support their day-to-day work. Help them grow into more senior CS roles. Partner with leadership on team structure, capacity planning, and hiring as the customer base scales.
Partner Cross-Functionally: Work closely with Sales on seamless handoffs from close to onboarding. Share customer insights and product feedback with Product and Engineering to influence the roadmap. Partner with Marketing on customer stories, case studies, and reference programs.
Required Experience: 8-10+ years in customer success, account management, or related customer-facing roles with prior experience owning renewals and expansion revenue. Experience managing or mentoring direct reports, or clear readiness to step into people leadership. Thrives in high-pressure, fast-paced environments; early-stage startup experience is a plus. Strong track record of working with minimal oversight and demonstrating ownership. Bonus: familiarity with research, insights, or B2B SaaS industries.
Desired Attributes: People-centric and energized by enabling customers to achieve their goals. Hungry with strong will to win and track record of exceeding retention and growth goals. Builder comfortable creating processes from scratch. Humble, self-aware, team-first, and open to feedback. Excellent written and verbal communication with strong business acumen. Growth mindset and commercially minded approach to renewals and upsells.
