The RoleFounding Customer Success Lead. Your mission is to turn every customer into a long-term strategic partner that expands with us, references us, and helps shape the product. Everything else (onboarding, QBRs, adoption, health scoring) is in service of that mission.
Your primary job is to make customer expansion inevitable.If we're successful, our customers become our best sales team and our sharpest product feedback loop.
This is not an account-management role. Every expansion deepens the moat. Every reference compounds the next sale. Every customer voice sharpens the product. You operate as part of the core GTM and product-feedback loop. You'll help define how one of the first AI-native enterprise software companies is built.
What you'll own:- Enterprise account relationships. Direct line to VP Ecommerce / CMO / CDO at every customer. Trusted advisor, not vendor.
- Land & Expand. Expand the platform across additional commerce surfaces as customers grow with us. Build long-term expansion account by account.
- Reference customer program. Case studies, co-marketing, speaker placements (Shoptalk, NRF, BoF VOICES) with customers.
- Renewal and retention. Own the renewal calendar. Build the early-warning system. Preserve zero churn.
- Customer voice into product. Translate customer feedback into product priorities with product leadership. Run quarterly customer advisory sessions.
- Onboarding and sales-to-CS handoff. Define the handoff motion. Build the standard onboarding playbook. POC → launch → expansion-ready in weeks.
- Measurement. Customer health scoring. Weekly customer-state dashboard the CEO reads in five minutes.
What We're Looking ForRequired.- 6+ years in B2B SaaS customer success; last 3-4 owning enterprise accounts with expansion responsibility.
- Personally managed a $5M+ ARR book with measurable expansion outcomes.
- Track record of expansion motion, not just retention. Specific dollar answers.
- Strong commercial instincts. Pricing, renewal, expansion cases.
- Direct relationships with enterprise commerce or retail buyers (VPs of E-commerce, CMOs, CDOs), or a clear 90-day plan for building them.
- AI-native daily operator. Claude / GPT / Perplexity in your workflow. Personal automations you can walk us through with specificity.
- Founder-partner energy. Bring customer voice into the company, not customer noise.
Ideal.- Digital Agency (Marketing or Analytics roles) or AI-native or modern B2B SaaS background (Snowflake, Datadog, MongoDB, Stripe, Klaviyo, Attentive, Linear, Vercel, Notion).
- Commerce or retail-tech adjacency. You've worked with REVOLVE-tier brands.
- Founding CS hire at a company that went $0 → $20M+ ARR..
- Comfort with measurement. Gainsight or equivalent, but lean toward custom-build.
Our Culture- GenAI-native in how we build, sell, and operate
- High ownership, low overhead, and bias toward action
- Focus on speed, experimentation, and execution
- Deep emphasis on creating clear, demonstrable customer value
- Preference for builders and operators over hierarchy
- Strong belief in in-person collaboration
Why Spangle- Opportunity to shape enterprise sales for a category-defining GenAI commerce platform
- Direct partnership with the founding team who built AI solutions at scale for Amazon, Saks and marquee brands and retailers
- Meaningful ownership and impact at an early stage with ample career growth opportunities
- Competitive salary with uncapped commission and equity
- Benefits: Health, dental, and vision insurance, 401(k), Unlimited PTO
To apply please share your resume and cover letter including: - A short note on why this role and why now
- Share a specific account you expanded. What was the ARR when you took it over, what was it when you handed it off, and what did you personally do to drive the delta?
- A description of your AI stack and one automation you built that compounded
