Job Details

About the job Founding Customer Success Lead

Founding Customer Success Lead

Location: Onsite (5 days/week) - San Francisco, CA
Compensation: $110,000 - $160,000 base salary
Additional Compensation: Equity
Work Authorization: Must be authorized to work in the U.S. - no visa sponsorship
Schedule: Onsite 5 days/week; occasional Sundays during peak customer periods

The Opportunity

HireNow Staffing is acting as a direct placement partner for an early-stage technology company seeking a Founding Customer Success Lead to own the post-sale experience from day one.

This is a foundational role (employee #5) at a pivotal inflection point. The company is scaling rapidly ahead of a critical seasonal demand cycle and needs a senior, hands-on operator to take full ownership of onboarding, implementation, and customer success-freeing up the CEO and establishing the playbooks that will scale from dozens to hundreds of customers.

This is not a traditional customer success role. You will operate as a solutions architect, implementation lead, product partner, and customer advocate, working directly with customers to launch, integrate, and optimize complex voice AI campaigns in live production environments.

What You'll Own

Customer Onboarding & Implementation (Approx. 60%)

• Own the customer journey from signed contract through successful go-live
• Design and implement custom voice AI campaigns aligned to each customers workflows, regulatory environment, and business goals
• Configure integrations with CRMs, dialers, and carrier APIs by interpreting documentation and aligning systems (configuration-focused, not greenfield engineering)
• Translate customer requirements into live, production-ready solutions on aggressive timelines
• Lead onboarding, training, and enablement to ensure customers achieve early value and long-term success

Campaign Strategy & Optimization (Approx. 30%)

• Analyze call performance data and campaign analytics to identify improvement opportunities
• Review high-volume call recordings to surface patterns, friction points, and optimization opportunities
• Recommend and implement adjustments to messaging, routing, and workflows to improve outcomes

Required Qualifications (Non-Negotiable)

These qualifications are mandatory. Candidates who do not meet all requirements will not be considered for interview.

• Proven customer-facing experience implementing technical products, such as solutions engineering, technical customer success, implementation consulting, or founding your own company
• Builder mentality with a track record of creating and onboarding users to something you owned end-to-end (product, startup, tool, or service)
• Strong systems thinking with the ability to understand how data flows across platforms and explain technical concepts clearly to non-technical users
• Exceptional communication skills, including comfort presenting on camera and engaging with stakeholders at all levels
• Demonstrated ability to operate effectively in ambiguous, high-velocity environments without predefined playbooks
• Strong ownership mindset with the ability to identify problems and drive solutions independently
• Willingness to work onsite five days per week in San Francisco, with flexibility for occasional Sundays during peak periods
• Clear evidence of impact and continuity in prior roles (frequent short tenures without measurable results will not be considered)

Preferred Qualifications (Strong Differentiators)

Candidates with the following background will be viewed as standout applicants:

• Former founders or aspiring founders seeking deep exposure to building and scaling a business from the inside
• Experience with voice or conversational AI platforms or contact center technologies
• Background at voice AI or telephony platforms (e.g., modern contact center or call automation tools)
• Experience in Medicare, health insurance, or regulated telephonic sales environments
• Technical consultants who have designed and implemented complex, customer-facing solutions for enterprise clients
• Product managers from B2C CRM or telephonic sales platforms with a strong customer-first mindset
• Comfort building in public through content creation, presentations, or thought leadership
• Hands-on experience with CRM systems, API integrations, or campaign analytics

Who This Role Is Not For

• Engineers seeking to write code full-time
• Professionals who prefer limited customer interaction
• Individuals who require rigid structure and detailed specifications before acting
• Candidates seeking a traditional 9-5 role
• Big Tech-only backgrounds without startup exposure

Why This Role Matters

This role defines the company's post-sale motion. You will shape how customers experience the product, influence product direction through real-world feedback, and turn early adopters into long-term champions. The impact is immediate, visible, and foundational.

HireNow Staffing Disclaimer

HireNow Staffing is acting as a direct placement partner for this role. All candidate information is handled confidentially and evaluated against defined requirements. This job description outlines the general scope of responsibilities and qualifications. Duties may evolve based on client needs and business growth. Only candidates meeting the core qualifications will be considered for interview.