The RoleThis is a relationship-first role built for someone who loves owning the full customer journey, from onboarding through long-term strategic partnership, with enterprise accounts.
You'll work side-by-side with a team of highly skilled Customer Success Engineers who bring deep technical expertise. Your superpower is the relationship layer: you'll translate business goals into outcomes, align internal resources, and make sure our customers feel heard, understood, and set up for success. The technical heavy lifting is covered. What we need is a trusted advisor who can manage complexity, navigate large organizations, and build lasting executive relationships.
This is an IC leadership role. There's no established playbook handed to you - you'll help write it. You'll operate with a high degree of autonomy, set the standard for how great customer success looks at this company, and directly influence how the team and function grow. If you're energized by ownership and the opportunity to shape something from the ground up, this role is for you.
What You'll Do- Customer Onboarding & Adoption
- Lead structured onboarding programs for new enterprise customers, ensuring fast time-to-value
- Build and execute tailored success plans aligned to each customer's business objectives
- Partner with Customer Success Engineers to connect customer goals with the right product capabilities
- Track adoption milestones and proactively intervene when customers fall behind expected benchmarks
- Executive & Stakeholder Relationships
- Own the executive relationship at your accounts - be the face of our company to senior stakeholders
- Facilitate regular Executive Business Reviews (EBRs) that connect product value to customer outcomes
- Build multi-threaded relationships across business, technical, and executive contacts within each account
- Serve as the internal voice of the customer, surfacing feedback to Product, Engineering, and Sales
- Account Strategy & Risk Management
- Maintain a clear, current understanding of account health across your portfolio
- Identify and mitigate churn risks early, escalating to the right internal stakeholders when needed
- Spot and develop expansion opportunities in partnership with the Sales team
- Document account plans and status, keeping records clean and up to date
Who You Are- At least 3 years of Customer Success experience in a SaaS environment
- Demonstrated experience managing enterprise or large strategic accounts
- Proven ability to build and maintain C-suite and VP-level relationships
- Experience running Executive Business Reviews and presenting to senior stakeholders
- Strong written and verbal communication: you can distill complex situations into clear, confident narratives
- True self-starter mentality: you don't wait to be told what to do and you're comfortable building process where none exists
- High ownership orientation: you treat your accounts like a business owner and hold yourself accountable to outcomes, not just activities
- Startup experience or comfort with ambiguity, shifting priorities, and rapid iteration
Nice to Have- Experience with Notion for documentation and process building
- Familiarity with Gong for call recording, coaching, and account insights
- Experience working closely with technical teams (e.g. solutions engineering, professional services)
- Background in industries like fintech, enterprise software, or data infrastructure
- Prior experience in an early-stage or high-growth startup environment
Why Join Deck?- Competitive pay for the right skills
- Proven leadership with a track record of big results
- Significant ownership and autonomy in how you operate
- A team of exceptional peers tackling complex, high-leverage problems
- Momentum: recent fundraise by top-tier investors, massive whitespace, and accelerating traction
