Founding Customer Success

Evervault

Customer Success Lead building customer success function to drive revenue expansion at Evervault. Collaborating with leadership and cross-functional teams to maximize customer value and engagement.

Posted 4/12/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSenior💰 $165,000 - $200,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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.

Benefits

Comp & perks

Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer segmentationexpansion playbooksnet revenue retentioncustomer health scoringdata analysisdashboard buildingCRM toolstechnical product understandingchurn predictioncustomer lifecycle processes

Soft Skills

relationship buildingcustomer advocacystakeholder engagementcommunicationproblem-solvinganalytical thinkingadaptabilitycollaborationcustomer feedback translationintervention development