Head of Customer Success

Your role

As the Head of Customer Success at Turnkey youll build and lead our post-sales function combining technical support customer success and developer experience under one roof. Youll own the full customer journey after launch: ensuring integrations go smoothly issues are resolved quickly and customers expand successfully on Turnkeys platform.

Youll be responsible for hiring and developing a small but high-performing team setting metrics and systems to measure success and building the operational foundation for how Turnkey supports and grows its customer base. This is a player-coach role youll jump into complex customer challenges yourself while building the structure that scales beyond you.

The ideal candidate is both strategic and hands-on: equally comfortable debugging a customers API issue as designing the KPIs playbooks and processes that define a world-class customer organization.

What youll do

• Lead Turnkeys customer team spanning customer success and technical support functions

• Define and implement post-sales processes onboarding support and account management that deliver exceptional customer outcomes

• Set track and report on key metrics such as customer health response time NPS churn and expansion

• Serve as an escalation point for complex technical or operational issues and work directly with customers when needed

• Partner with Product and Engineering to surface recurring issues product feedback and feature requests

• Hire mentor and grow a team of customer success managers and technical support engineers as the company scales

• Build and maintain internal systems for ticketing reporting and documentation to ensure efficiency and visibility

• Drive proactive engagement with customers identifying expansion opportunities and building long-term relationships

• Contribute to the overall customer experience strategy aligning closely with leadership on company-wide goals

What were looking for

• 5 years of experience in customer success support or post-sales leadership in a technical B2B environment

• Deep understanding of developer or API-driven products with enough technical fluency to debug issues or guide support teams effectively

• Proven ability to build or scale a customer function from scratch processes playbooks metrics and hiring

• Excellent communication and stakeholder management skills; you can move seamlessly between customer calls and leadership discussions

• Strong operational instincts you know how to measure optimize and automate without losing the human touch

• High standards for customer experience and accountability you set the tone for the team and lead by example

• Comfortable working cross-functionally with engineering product and go-to-market teams in a fast-paced environment

Style points

• Experience leading customer teams at a high-growth infrastructure or developer-platform company

• Background in crypto fintech or other high-security high-stakes products

• Experience with metrics dashboards (Grafana HubSpot etc.) and data-driven decision-making

• Technical curiosity you enjoy understanding how things work and helping customers use them better

• Track record of building tight feedback loops between customers and product teams

What We Offer

• Full benefits including medical dental vision life disability HSA/FSA 401(k)

• Paid parental leave

• Unlimited PTO

• $3000/yr learning and development budget to attend industry conferences

• Multiple team offsites per year

• Macbook Pro laptop

• Lunch stipend

Ready to join us on this journey Email us at with your LinkedIn profile and a short overview of why youd be a great fit for Turnkey.

Please note that while the team is remote we are only considering candidates who are physically based in the United States with a strong preference for those that can be onsite in the New York City HQ.

Turnkey is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability protected veteran status or any other characteristic protected by law. We encourage individuals of all backgrounds to apply.

Required Experience:

Director