Tabs
Head of Customer Success
New York City, NY · Full-time
Sponsorship not specifiedDetected 19 days ago
Design SystemsHubSpotSalesforceAccountingQuickBooksERPCustomer SuccessAR/VRLeadershipMentoringNetSuite
About the role
- This is a senior, hands-on role for someone who makes things happen.
- You'll bring the operational horsepower to turn goals into results, keep the team executing at a high bar, and stay close enough to our most important accounts to step into the room with executive stakeholders when it counts.
Responsibilities
- Drive retention and expansion: Own how the numbers get hit - the motions, the renewal forecast, the risk management, and the day-to-day execution that protects and grows the base.
- Hire, develop, and retain the team: Lead and grow the CS team - managing both individual contributors and a manager. Define career paths, performance standards, and coaching rhythms, and hold a high bar without micromanaging.
- Run the operating model: Design and refine escalation paths, staffing plans, workload distribution, success plans, QBR cadences, and renewal and expansion motions - keeping what works and fixing what doesn't.
- Own the team's knowledge base: Keep best practices, tooling and product enablement, configuration preferences, and playbooks current and useful.
- Partner across the company: Own the interface between CS and Implementation, Sales, Support, Product, and Engineering on handoffs, renewals, expansion, and escalations spanning ERPs, CRMs, payments, and tax systems.
- You bring deep fluency in finance and accounting workflows, you thrive in a fast, high-ambiguity environment, and you earn credibility with every audience - CFOs, controllers, AR teams, engineers, and your own team alike.
- You distill complexity into clarity, and you let data, not anecdotes, drive your decisions.
- Own how the numbers get hit - the motions, the renewal forecast, the risk management, and the day-to-day execution that protects and grows the base.
- Comfortable operating cross-functionally with Sales, Product Delivery, Support, Implementation, Product, and Engineering, and balancing IC work with team leadership.
Requirements
- You can take a direction and run with it, and you hold a high bar for the customer experience without micromanaging the path there.
- 8-12+ years in customer success or post-sale roles, with 5+ years leading and managing teams.
- Proven ability to hire well, coach directly, and hold a high bar without micromanaging.
Nice to have
- Background in accounting or finance software is a strong plus
- CPA or Big Four experience welcome.
- Lunch provided via Sharebite, plus dinner for any later in office days.
Compensation
- Competitive compensation and equity
Benefits
- Competitive compensation and equity
- Up to 100% employer covered monthly healthcare premium (medical, dental, vision)
- Parental leave up to 12 weeks
- Tax free commuter and parking benefits
- Free One Medical Membership
- Build the reporting and tooling that give leadership clear visibility into account health, risk, and expansion opportunities - and prove the impact of the function.
- Strong accounting and technical fluency - bonus points if you have knowledge of ASC 606 revenue recognition, order-to-cash workflows, and ERP integrations (NetSuite, QuickBooks, Sage) and CRMs (Salesforce, HubSpot).
Company info
- Own the interface between CS and Implementation, Sales, Support, Product, and Engineering on handoffs, renewals, expansion, and escalations spanning ERPs, CRMs, payments, and tax systems.
- You're an operator at heart - energized by systematizing what works and iterating relentlessly, not just solving the problem in front of you.
- You're comfortable balancing IC work with team leadership: running a team while staying hands-on with key accounts yourself, and setting the people around you up to do their best work.
- One hour you're unblocking your team; the next you're walking a controller through an ASC 606 workflow.
- A track record of building or leading CS teams in high-growth B2B SaaS or fintech, and consistently delivering against retention and expansion targets.
- A process-builder by nature: you design systems that scale, not just one-off fixes.
- An excellent communicator who distills complexity into clarity for any audience, with high customer EQ.
This listing is sourced directly from Tabs's careers page and normalized into a canonical job model.