Job Details

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 automatingdisputes 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.

• 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!