Head of Customer Success

About the Company

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.

Responsibilities

• Own the entire post-implementation lifecycle from initial handoff through renewals and upsells
• Hire, manage, and mentor a growing team across customer success and support
• Implement scalable structures, playbooks, and KPIs to support rapid growth
• Build deep relationships with customers to drive product adoption and account expansion
• Partner with Product, Engineering, and Sales to influence roadmap priorities
• Develop a high-performing support function with clear SLAs and white-glove service
• Define success metrics, reporting cadences, and operational workflows
• Act as a trusted advisor to executive stakeholders across banks, credit unions, and fintechs

Requirements

• 8+ years of experience in B2B SaaS Customer Success
• Proven track record managing high-touch mid-market and enterprise accounts
• Experience building and scaling post-sales functions, including hiring and org design
• Analytical mindset with experience managing net retention, CSAT, and support SLAs
• Background in fintech or working with financial institutions
• Familiarity with ERPs (e.g., QuickBooks, NetSuite) or financial systems integration
• Excellent communication and stakeholder management skills
• Ability to work in a fast-paced, hands-on startup environment