Customer Success Manager

Role overview

ThetaData is hiring its first Customer Success Manager (founding role) to build the customer success function from scratch. For the first several months, you will own the entire customer lifecycle hands-on, then help scale the team by hiring and leading new CSMs.

Responsibilities

• Own the full customer lifecycle as the primary point of contact for onboarding, adoption, renewals, and expansion
• Build the CS department from the ground up, defining scope, structure, and how CS interfaces with Support and Sales
• Design and implement processes including:
  • onboarding playbooks
  • health-check cadences
  • QBR templates
  • escalation paths
  • renewal workflows
• Define and own churn/retention metrics:
  • establish churn, retention, and expansion measurement
  • set targets and build leadership reporting
• Drive retention and expansion by identifying at-risk accounts, running save plays, and surfacing upsell/cross-sell opportunities
• Be the voice of the customer internally by translating recurring feedback into structured input for Product and Engineering, and tracking outcomes
• Select and implement tooling (CRM, health scoring, and CS platform infrastructure)
• Recruit and build the team once processes and metrics are established
• Partner cross-functionally with Sales (handoffs), Support (escalations), and Product (retention-influencing roadmap)

Requirements

• 5+ years leading Customer Success or a related customer-facing role (preferably B2B SaaS or data/API)
• Proven experience building CS processes/playbooks from scratch
• Ability to define, track, and report quantitative outcomes (churn, retention, NRR/GRR)
• Strong project management to balance hands-on customer work with process-building
• Excellent written and verbal communication, with sound judgment on escalation vs. resolution
• Bias toward action and ownership (comfort being the only CS person on day one)

Nice to have

• Experience in fintech or market data (or similarly technical customer bases)
• Familiarity with CS tooling/platforms for health scoring and customer health management