Head of Customer Success

Noto is the AI-native operating system for after-school businesses such as tutoring centers, music schools, sports academies, and dance studios. The company replaces the back-office stack with a platform for scheduling, billing, payroll, marketing, CRM, communications, classroom management, and student and parent portals. The Head of Customer Success will be the first leader of the entire post-sales process, designing and building the Onboarding, Customer Success and Support teams, owning how many customers go live, how fast they get there, whether they stay, and how well they are supported. Based in the New York City office, in person 4 days a week, reporting to the CEO and co-founder. Interview process: intro call with the hiring manager; deep dive on a CS org you built or rebuilt; case exercise on structuring Onboarding, CS and Support over the first 30, 60 and 90 days; customer role-play; meet the founders and cross-company team.

Responsibilities

Grow the customer success team from 5 to 10 people after the Series A; Design how Onboarding, Customer Success and Support are organized; Evolve generalist coverage into specialized roles without dropping any customer who is mid-onboarding; Hire, onboard and coach the team and give each function a real career path; Define handoffs from Sales to Onboarding to Customer Success to Support; Tighten the path from signed contract to go-live; Shorten time to go-live with repeatable playbooks, migration templates and better import tooling; Decide what a successful go-live looks like; Stand up account management after launch, including segmentation, health scores, adoption plays and early warning on renewal risk; Own retention, run save plays on at-risk accounts and work with Sales on expansion; Turn happy customers into references and case studies; Build a dedicated support team with ticket triage, SLAs, an escalation path to Engineering, and afternoon and evening coverage; Use AI and automation to reduce repetitive support work; Bring the customer's voice to Product and Engineering; Build CS reporting and run the team on data; Be the final escalation point when a customer issue goes sideways

Requirements

6+ years in customer success, onboarding/implementation or support at a B2B SaaS company, including at least 3 years building and managing a team; Built or led a CS function at a Seed to Series B startup; Track record of improving retention and time-to-value for SMB customers at high account volume; Hands-on comfort with technical onboarding: data migrations, product configuration and customer training; Builds playbooks, dashboards and processes that keep working as the team grows, and still gets on calls with customers; Clear, warm communication with small business owners who aren't technical; Uses AI and automation tools (Claude, Zapier and the like) to help a small team do more

Nice to have

Vertical SaaS experience, especially in education, enrichment, fitness or other appointment- and lesson-based businesses; Experience with payments or billing products; Familiarity with HubSpot, Pylon, Intercom or Linear

Benefits

Equity: meaningful stock option grant with 4-year vesting and a 1-year cliff; Annual bonus target of 15–20% of base, tied to retention, go-live and support goals