Casap
Head of Customer Success
San Francisco (HQ) · Senior
Sponsorship not specifiedDetected 442 days ago
Stakeholder ManagementQuickBooksCustomer SuccessCommunicationNetSuite
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odds of building a lasting career here
37Risky
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- ABOUT CASAP Casap https://www.casaphq.com/ is a Series A startup that has raised over $30M from Emergence, Lightspeed, and Primary Ventures.
Responsibilities
- Build & Scale the CS Org: Hire, manage, and mentor a growing team across customer success and support. Implement scalable structures, playbooks, and KPIs to support Casap's rapid growth.
- Collaborate Cross-Functionally: Partner closely with Product, Engineering, and Sales to surface customer insights, influence roadmap priorities, and continuously improve the customer experience.
- Elevate Support Operations: Develop a high-performing support function with clear SLAs, fast resolution times, and a white-glove experience for our financial institution clients.
- Build Systems & Processes: Define success metrics, reporting cadences, and operational workflows that help scale the team while maintaining quality and responsiveness.
- Casap is seeking a Head of Customer Success to lead the full post-onboarding customer journey and build a world-class Customer Success function from the ground up.
- You'll own the strategy and execution across customer success, support, renewals, and account growth-driving outcomes that maximize customer satisfaction and retention.
- Own the Customer Journey:
- Build & Scale the CS Org:
- Hire, manage, and mentor a growing team across customer success and support.
- Implement scalable structures, playbooks, and KPIs to support Casap's rapid growth.
Requirements
- Familiarity with ERPs (e.g., QuickBooks, NetSuite) and/or financial systems integration workflows.
- 8+ years of experience in B2B SaaS Customer Success, with a strong track record in high-touch, strategic accounts-ideally mid-market and enterprise customers.
- Proven ability to build and scale post-sales functions, including hiring, org design, and process development.
- Analytical and metrics-driven, with experience managing to net retention, CSAT, and support SLAs.
- Deep understanding of customer success best practices and playbooks for early-stage SaaS companies.
- Excellent communication and stakeholder management skills
- comfortable engaging both technical and executive-level contacts.
- Hands-on, scrappy, and excited to build in a fast-paced startup environment!
Nice to have
- Background in fintech or working with financial institutions
- experience with the office of the CFO is a strong plus.
Company info
- Based in San Francisco, the company was founded by product leaders from Robinhood and Chime.
- We are on a mission to change the way banks operate by automating disputes and fighting friendly fraud.
- Own the Customer Journey: Lead the entire post-implementation lifecycle for our customers-from initial handoff through renewals and upsells-ensuring a seamless and high-impact experience at every step.
- Drive Strategic Outcomes: Build deep relationships with customers, understand their evolving needs, and proactively drive product adoption, account expansion, and long-term loyalty.
- You'll collaborate closely with Sales, Product, Engineering, and Implementation to ensure our customers extract maximum value from Casap.
- Lead the entire post-implementation lifecycle for our customers-from initial handoff through renewals and upsells-ensuring a seamless and high-impact experience at every step.
- Build deep relationships with customers, understand their evolving needs, and proactively drive product adoption, account expansion, and long-term loyalty.
This listing is sourced directly from Casap's careers page and normalized into a canonical job model.