Head of Customer Success
We’ve built a solid operational foundation and are now scaling fast. Your mission is to turn a capable but still-maturing Account Management and Support organization into a single, high-performing Customer Success (CS) team that delights clients, accelerates onboarding, and drives retention and revenue growth.
Who We Are
Tribevest gives groups of investors a fast, compliant way to pool capital and participate in private real-estate deals through turnkey SPVs. We handle the heavy lifting—entity formation, banking, documents, and back-office—so fund managers and their investors can focus on building wealth together.
Why This Role Matters
We’ve built a solid operational foundation and are now scaling fast. Your mission is to turn a capable but still-maturing Account Management and Support organization into a single, high-performing Customer Success (CS) team that delights clients, accelerates onboarding, and drives retention and revenue growth.
What You’ll Do
Lead & Grow the Team
- Build, coach, and inspire a blended CS org (Account Managers + Support Specialists).
- Establish clear roles, career paths, and a culture of urgency, ownership, and empathy.
Own the Customer Journey
- Design and refine the end-to-end experience—from contract signature through onboarding, adoption, renewal, and expansion.
- Ensure every client interaction is timely, professional, and value-adding.
Drive Operational Excellence
- Set service-level targets for response and resolution times and build processes to hit them.
- Leverage our existing tools (HubSpot, Monday.com, proprietary workflow software) to create visibility, automate where sensible, and eliminate friction.
Measure What Matters
- Define a concise scorecard of onboarding speed, support responsiveness, retention, and revenue expansion.
- Build dashboards and reporting cadences the entire company understands and rallies behind.
Champion the Customer Internally
- Provide actionable feedback to Product, Engineering, and Sales to inform roadmap and messaging.
- Advocate for client needs and ensure the whole company understands our “customer-first” mentality.
What You Bring
- 7+ years leading Customer Success, Account Management, or Client Services teams—ideally in SaaS, fintech, prop-tech, or another high-trust B2B environment.
- Demonstrated success scaling a CS organization and hitting aggressive retention / NRR targets.
- Operational chops: you’ve implemented process, playbooks, and tooling that turn chaos into clarity.
- Strong analytical mindset: comfortable turning data into strategy and action.
- Exceptional communication and coaching skills—you set high standards and elevate those around you.
- Bonus: familiarity with real-estate investing, financial workflows, or SPV structures.
Why You’ll Love It Here
- Impact: Your work directly shapes the experience of every client and investor on our platform.
- Growth: Join a venture-backed company at an inflection point—plenty of room to take ownership and advance.
- Culture: Mission-driven, transparent, and supportive. We celebrate wins and learn quickly from bumps.
- Compensation: Competitive salary, meaningful equity, and comprehensive benefits.