Founding Customer Success Lead

The Role

We’re looking for a Founding Customer Success Lead to help our customers become long-term strategic partners: partners who grow with us, happily recommend us, and help shape where the product goes next. Onboarding, QBRs, adoption, and health scoring all support that bigger goal.

At its heart, this role is about helping customers get so much value from Spangle that growing with us feels like the natural next step. If we get it right, our customers become our biggest advocates and our most valuable source of product insight.

You’ll join a small team of experienced senior leaders who have built and scaled companies before, and you’ll have a real seat at the leadership table. Your perspective will help shape company strategy, the product, and how we go to market. This goes well beyond account management. Every customer who expands with us strengthens our position, every reference makes the next conversation easier, and every customer insight makes the product better. You’ll be a core part of both our go-to-market team and our product feedback loop, and you’ll help shape how one of the first AI-native enterprise software companies is built.

What you'll own:

• Enterprise account relationships. Build close relationships with the VP of Ecommerce, CMO, or CDO at each customer. You’ll be a trusted advisor they rely on, not just a vendor contact.
• Land & Expand. Help customers bring Spangle to more of their commerce surfaces as they grow with us, building long-term partnerships one account at a time.
• Reference customer program. Partner with customers on case studies, co-marketing, and speaking opportunities at events like Shoptalk, NRF, and BoF VOICES.
• Renewal and retention. Own the renewal calendar and build an early-warning system so we can support customers before issues arise. We’re proud to have zero churn, and you’ll help keep it that way.
• Customer voice into product. Work with product leadership to turn customer feedback into product priorities. Host quarterly customer advisory sessions.
• Onboarding and sales-to-CS handoff. Design a smooth handoff from Sales and build our onboarding playbook, helping customers move from POC to launch to expansion-ready in just weeks.
• Measurement. Build our customer health scoring and a weekly customer dashboard that gives the CEO and leadership team a clear picture.

What We're Looking For

Required.

• 6+ years in B2B SaaS customer success, including the last 3–4 managing enterprise accounts with expansion goals.
• Experience personally managing a $5M+ ARR book, with expansion results you’re proud of.
• A track record of growing accounts, not just retaining them. We’d love to hear the specific numbers.
• Strong commercial instincts across pricing, renewals, and building expansion cases.
• Relationships with enterprise commerce or retail leaders (VPs of E-commerce, CMOs, CDOs), or a clear 90-day plan for building them.
• You use AI every day. Claude, GPT, Perplexity, or similar tools are part of how you work, and you enjoy walking people through the automations you’ve built.
• You’re a natural partner to founders and senior leaders. You bring the customer’s voice into the company with clarity and focus, and you bring your own perspective to leadership conversations.

Ideal.

• A background at a digital agency (in marketing or analytics roles), or at an AI-native or modern B2B SaaS company (Snowflake, Datadog, MongoDB, Stripe, Klaviyo, Attentive, Linear, Vercel, Notion).
• Experience in commerce or retail tech, ideally with exposure to contemporary or mass market retailers and the brands that sell to them
• Founding CS hire at a company that grew from $0 to $20M+ ARR.
• Comfort with measurement. Familiarity with Gainsight or similar tools is great, though you might enjoy building something custom even more.

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

Spangle is an equal opportunity employer.

To apply please share your resume and cover letter including:

1. A short note on why this role and why now
2. 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? 
3. A description of your AI stack and one automation you built that compounded