At a glance
- Employment
- Full-time
- Workplace
- Hybrid
- Location
- Strella HQ (New York City)
About Strella
- Strella is an AI-powered platform revolutionizing qualitative research with real-time, AI-moderated interviews and automated synthesis. We're a fast-growing, venture-backed startup working with leading teams in product, marketing and consumer insights. We're scaling quickly and looking for a driven Customer Success Lead to own and grow our customer relationships as we enter our next stage of growth.
- This is an extremely high impact role. You will have the opportunity to build our Customer Success function from the ground up - including owning our customer retention and upsells, nurturing customer relationships, developing playbooks, and more.
About the role
- Strella is seeking a driven Customer Success Lead to own and grow customer relationships as the company scales.
- This is an extremely high impact role where you will build the Customer Success function from the ground up, including owning retention and upsells, nurturing customer relationships, and developing playbooks.
Responsibilities
- Serve as the senior point of contact for Strella's key accounts, building trusted, long-term relationships with champions and executive stakeholders.
- Develop and maintain a deep understanding of each customer's research goals, use cases, and success criteria.
- Nurture accounts proactively through regular check-ins, business reviews, and value-recap touchpoints throughout the customer lifecycle.
- Own renewal outcomes across the book of business, forecasting risk early and building mitigation plans.
- Identify and execute on upsell and expansion opportunities, partnering with Sales where needed.
- Own retention and net revenue retention targets for your accounts.
- Develop repeatable playbooks for onboarding, adoption, QBRs, renewals, and expansion.
- Establish metrics and health scores that define healthy accounts and build dashboards to track them continuously.
- Manage and coach a team of Customer Ops Associates and CSMs, setting clear goals and providing regular feedback.
- Work closely with Sales, Product, Engineering, and Marketing to ensure a seamless handoff, share feedback, and partner on customer stories.
Requirements
- 8-10+ years in customer success, account management, or a related customer-facing role
- Prior experience owning renewals and expansion revenue
- Experience managing or mentoring direct reports, or clear readiness to step into people leadership
- Ability to thrive in high-pressure or fast-paced environments
- Experience working with minimal oversight and showing strong ownership
Preferred qualifications
- Early-stage startup experience
- Familiarity with research, insights, or B2B SaaS industries
Benefits
- Competitive compensation
- Meaningful equity
- Benefits
Skills
- Customer Success
- Account Management
