Customer Success Director

TrueBiz is a YC-backed startup automating merchant risk assessment for payment processors, banks, and marketplaces. Our customers include Visa, Mercury, and Lightspeed. We analyze business internet footprints to deliver 250+ risk data points in under 30 seconds — and we're growing fast.

We're hiring our first Head of Customer Success to own the full customer journey and build the function from scratch.

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The role

This is a founding CS hire. You'll be hands-on with customers from day one while simultaneously building the processes, playbooks, and infrastructure that will let this function scale. In a year, the goal is that onboarding a new CS hire is straightforward because you've documented how everything works.

You'll sit at the intersection of pre-sales and post-sales. You’ll be supporting technical deals, running implementations, managing customer health, and standing up support operations. You'll work directly with risk and compliance teams at major payment processors and banks, so credibility with sophisticated buyers matters.

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What you'll do

Pre-sales | Support active deals as a technical resource to ensure success once go-live is completed.

Implementation & onboarding | Be the single-threaded owner of customer implementations. Build a standardized onboarding playbook with defined milestones and go-live criteria. Manage timelines, troubleshoot integrations, and make sure customers reach value fast.

Customer health & retention | Develop a health scoring system and run weekly reviews. Catch drift before it becomes churn. Identify expansion opportunities and own the upsell conversation when customers are ready. Build a reference and advocacy pipeline.

Support infrastructure | Stand up the support function: ticketing system, SLAs, knowledge base, escalation routing. Track support metrics and feed patterns back to product as a signal on roadmap priorities.

Accuracy feedback loop | Build a systematic process for capturing and categorizing customer disagreements with our output. Translate that into a weekly digest for the product team.

Process & scale | Document everything. Build playbooks, templates, and operating procedures so this function can grow without institutional knowledge living in one person's head. You're not just doing the job — you're designing how the job gets done.

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What we're looking for

You've built or significantly scaled a CS function at a fintech, regtech, or API-first B2B company. You've owned both pre and post-sale responsibilities and are comfortable going deep on an integration problem. You default to documentation and process without being prompted.

You understand payments or risk well enough to earn technical credibility fast — with product leaders, risk officers, and compliance teams. You can run a pilot, interpret accuracy feedback, and translate customer pain into product signal.

You're energized by the blank page. You'll inherit a large book of active customers and a set of working relationships, but no formal process. Building that is the job.

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What you'll get

Direct access to the CEO and product team. Real influence on the roadmap through the feedback you surface. The chance to define how customer success works at a company with serious traction and a clear path to scale.

Competitive salary + meaningful equity. This is a ground-floor opportunity at a company that's already working.