Head of Customer Success

About the Company 

Tabs is an AI-powered revenue automation platform for B2B businesses. Using the power of AI, Tabs is able to understand and extract elements from even the most complex B2B contracts and then power automated billing, revenue recognition and reporting workflows. Our customers use Tabs to eliminate manual work, collect cash faster, streamline operations, and increase business model flexibility. Tabs is a Series A hyper growth company based in New York that has raised $35m to date from top-tiers VCs like Lightspeed and Primary Ventures.

About the Role

Tabs is hiring an experienced Head of Customer Success to lead the entire post-onboarding customer journey. You’ll work closely with the Implementation team to ensure a smooth handoff and take over once the customer is fully onboarded. From there, you’ll be responsible for ensuring they have a great experience, driving engagement, and handling renewals and upsells. As the leader of the Customer Success department, you’ll build and scale the team, developing processes and strategies to support our customers’ ongoing success. You’ll collaborate cross-functionally with Sales, Operations, Product, and Engineering to improve the customer experience and ensure Tabs delivers maximum value.

What You’ll Do

• Own the Customer Journey: Manage the full customer lifecycle post-sale and post-implementation; from success and support to renewals and upsells, ensuring we maximize our net dollar retention. 

• Lead Success & Support: Guide proactive customer success initiatives to drive product adoption and ensure lightning-fast resolution times in support.

• Build an Organization: Manage the current CX team and hire additional team members to help with growth, creating a scalable structure while fostering a culture of accountability. 

• Cross-Functional Collaboration: Work closely with Sales, Product, and Engineering to drive customer-focused improvements.

• Consult & Engage: Engage with customers regularly to identify needs and opportunities, driving product adoption and account growth.

• Scale Operations: Build the playbook for Customer Success and Support, using early learnings from our team and industry best practices to establish processes, best practices, and metrics that will drive the growth and success of the CX team.

Who You Are

• 8+ years of experience in Customer Success at B2B SaaS startups, with a focus on mid-market accounts that require hands-on support and strategic alignment. Proven ability to build and scale strategic teams.

• Process oriented and data-driven, with a passion for delivering exceptional customer experiences.

• Experience in fintech working with the office of the CFO, and familiarity with ERPs such as QuickBooks or NetSuite.

• Proven track record of managing and exceeding targets for net retention rates, customer satisfaction metrics, and support SLAs.  

Perks and Benefits

• Competitive compensation and equity 

• 100% coverage for healthcare (Medical, Dental and Vision)

• Daily meal and coffee stipend for in-office days

• Tax free contribution to commuter benefits

We are a NYC based team spending 5 days a week in-person at our offices in midtown Manhattan.