Head of Customer Success

3 days ago

San Francisco, CA, United States CASAP Full time
About Casap

Casap is a Series A startup that has raised over $30M from Emergence, Lightspeed, and Primary Ventures. Based in San Francisco, the company was founded by product leaders from Robinhood and Chime. We are on a mission to change the way banks operate by automating disputes and fighting friendly fraud. People love what we've built, from everyday users to the biggest names in finance.

Casap is seeking a Head of Customer Success to lead the full post-onboarding customer journey and build a world-class Customer Success function from the ground up. You'll own the strategy and execution across customer success, support, renewals, and account growth-driving outcomes that maximize customer satisfaction and retention. You'll collaborate closely with Sales, Product, Engineering, and Implementation to ensure our customers extract maximum value from Casap.

Responsibilities
  • Own the Customer Journey: Lead the entire post-implementation lifecycle for our customers-from initial handoff through renewals and upsells-ensuring a seamless and high-impact experience at every step.
  • Build & Scale the CS Org: Hire, manage, and mentor a growing team across customer success and support. Implement scalable structures, playbooks, and KPIs to support Casap's rapid growth.
  • Drive Strategic Outcomes: Build deep relationships with customers, understand their evolving needs, and proactively drive product adoption, account expansion, and long-term loyalty.
  • Collaborate Cross-Functionally: Partner closely with Product, Engineering, and Sales to surface customer insights, influence roadmap priorities, and continuously improve the customer experience.
  • Elevate Support Operations: Develop a high-performing support function with clear SLAs, fast resolution times, and a white-glove experience for our financial institution clients.
  • Build Systems & Processes: Define success metrics, reporting cadences, and operational workflows that help scale the team while maintaining quality and responsiveness.
  • Act as a Trusted Advisor: Represent Casap with executive presence in customer conversations, earning the trust of key stakeholders across banks, credit unions, and fintechs.
Qualifications
  • 8+ years of experience in B2B SaaS Customer Success, with a strong track record in high-touch, strategic accounts-ideally mid-market and enterprise customers.
  • Proven ability to build and scale post-sales functions, including hiring, org design, and process development.
  • Analytical and metrics-driven, with experience managing to net retention, CSAT, and support SLAs.
  • Deep understanding of customer success best practices and playbooks for early-stage SaaS companies.
  • Background in fintech or working with financial institutions; experience with the office of the CFO is a strong plus.
  • Familiarity with ERPs (e.g., QuickBooks, NetSuite) and/or financial systems integration workflows.
  • Excellent communication and stakeholder management skills; comfortable engaging both technical and executive-level contacts.
  • Hands-on, scrappy, and excited to build in a fast-paced startup environment

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