Founding Customer Success

Customer Success Lead

About Evervault

Evervault is a data security and compliance infrastructure company. We help engineering teams collect, store and process their most sensitive data, and comply with data security and privacy compliance frameworks.

Our mission is to encrypt the web. Our customers range from small startups building their first product to the largest financial and healthcare institutions in the world.

We quadrupled ARR in the past year and are targeting another 3x this year. As we scale, our customer base is becoming more complex and more valuable. Customer Success is the function that ensures we retain, expand, and compound the revenue we’ve worked hard to win.

About the Role

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.

What You’ll Do

Customer Prioritization & Expansion

1. Develop a customer segmentation framework that identifies our highest-potential accounts based on revenue, usage patterns, product fit, and expansion signals
2. 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)
3. Own net revenue retention as a primary metric - track, forecast, and drive expansion revenue from the existing customer base
4. Partner with Account Executives and Solutions Engineers to identify and close expansion opportunities within priority accounts
5. Monitor usage trends and proactively engage customers who are underutilizing products or have clear expansion potential

Customer Advocacy & Feedback

1. Serve as the voice of the customer internally - translate customer feedback, pain points, and feature requests into clear input for Product Engineering
2. Identify and cultivate customer champions who can serve as references, case studies, and advocates
3. Build relationships with key stakeholders at priority accounts, establishing Evervault as a trusted partner beyond just the technical integration

Customer Health & Retention

1. Design and implement a customer health scoring model that gives the team real-time visibility into account risk and opportunity
2. Run regular health checks across the core customer base to surface churn risks early and ensure customers are getting value from Evervault
3. Own the renewal process of strategic customers by ensuring contracts are renewed on time, at or above current value
4. Build and maintain dashboards that track customer health, engagement, and satisfaction metrics
5. Create an early warning system for at-risk accounts and develop intervention playbooks to address common churn drivers

Process & Infrastructure

1. Build the operational infrastructure for customer success from scratch: tooling, workflows, templates, and reporting
2. Design and document customer lifecycle processes, from onboarding handoff through renewal and expansion
3. Partner with Revenue Operations to ensure CRM data accurately reflects customer health, engagement, and expansion pipeline

What Excites Us

1. Revenue-minded: You see customer success as a growth function, not a support function. Expansion and retention are the metrics you care about most
2. Data-obsessed: You use usage data, health scores, and engagement metrics to prioritize your time and drive decisions rather than gut feel
3. Builder mentality: Excited to create structure where none exists - playbooks, processes, segmentation, and scoring models from zero
4. Strong communicator who can translate customer needs into actionable insights for Sales, Product, and Engineering stakeholders
5. Bias toward action with a strong sense of ownership
6. Comfortable operating in ambiguity and making tradeoffs with incomplete information

What We’re Looking For

1. 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
2. Expansion experience: Demonstrated ability to identify and close cross-sell and upsell opportunities within an existing customer base
3. Health scoring: Experience building or operationalizing customer health models that predict churn and surface opportunities
4. Analytical foundation: Proficiency with CRM tools and data analysis; comfortable building dashboards and working with usage data to drive account strategy
5. Technical aptitude: Able to understand a technical product and have credible conversations with developers and engineering leaders about integrations and use cases
6. Startup-ready: Comfortable with shifting priorities, compressed timelines, and resource constraints

Nice to Have

1. Payments or fintech industry experience
2. Has built Customer Success as a function from 0→1
3. Experience with usage-based or consumption-based pricing models
4. Background in technical or API-first product environments

Compensation

$165,000 – $200,000 OTE, plus equity

Location

This is a hybrid role with in-office days Tuesday–Thursday