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North is a Series A cloud spend management platform that helps enterprises gain real-time visibility, control, and automation over their cloud finances. The company is backed by top-tier investors and trusted by customers including Brave, The New York Public Library, and SumUp.
You will own and scale the Customer Success function at North, operating at both strategic and tactical levels. This is a hands-on leadership role where you'll own the entire customer journey post-sale—from onboarding and adoption through value realization, renewal, and expansion—while building the systems, processes, and team infrastructure needed to scale.
Key responsibilities include:
• Set strategy, operating cadence, priorities, and standards for Customer Success as North scales
• Establish and own KPIs around retention, adoption, engagement, time-to-value, renewals, expansion, and customer health
• Create repeatable processes across onboarding, implementation, adoption, QBRs, renewals, expansion, and executive engagement
• Lead and develop the existing Customer Success team, determining how the organization, roles, and coverage model should evolve as the customer base grows
• Personally own or remain deeply involved with strategic accounts and executive relationships
• Ensure customers understand the measurable savings, ROI, and operational impact North is delivering
• Develop strategies to help customers confidently adopt North's automation capabilities and deepen platform usage
• Build a data-driven CS organization with dashboards, health scoring, forecasting, risk identification, and reporting
• Establish a predictable renewal motion, identify risk early, and partner with Sales on expansion opportunities
• Create a strong feedback loop between customers, CS, Product, and Engineering to prioritize problems that matter most
• Develop scalable playbooks that turn what works with individual customers into repeatable processes
• Represent customer needs, patterns, risks, and opportunities in company-level decision making
You'll partner closely with Sales, Engineering, Product, and executive leadership. Within your first year, success means establishing a clear operating model for Customer Success, strengthening onboarding and adoption, creating measurable customer-health and renewal frameworks, developing the CS team, and building the foundation to support substantially more customers without sacrificing the high-touch experience that differentiates North.
Work Setup: Hybrid role based in Dumbo, Brooklyn, with office presence required.
Requirements:
• 7+ years of experience in Customer Success, Technical Account Management, Solutions, or another relevant post-sale function
• Experience leading a Customer Success team or building a CS function in a high-growth environment
• Track record owning retention, renewals, adoption, expansion, and customer health at the portfolio or company level
• Experience supporting enterprise or technically sophisticated customers
• Strong understanding of cloud infrastructure, cloud economics, and FinOps (or ability to quickly develop this knowledge)
• Demonstrated ability to build and mentor high-performing CSMs
• Experience helping a startup scale its CS organization through a period of rapid customer and revenue growth
