Head of Customer Success

Head Of Customer Success

Extend is building a modern document processing cloud. We're on a mission to transform how the world works with unstructured data.

We're looking for an exceptional Head of Customer Success to join our founding team and architect the ideal customer journey, from first POC to multi-year expansion, and build the systems to do it at scale. The job is simple every customer we sign should become a vocal champion, and every renewal should feel inevitable.

Why You Should Consider Joining

We've grown revenue 15x last year to several million ARR, with our growth continuing to accelerate.

We have a product loved by users and being used in mission-critical flows at enterprises (Square, Zillow, Chime) and startups (Brex, Mercury, Checkr), and many more.

The market for document processing has expanded 1000x due to LLMs, and all existing solutions are low NPS.

We're punching well above our weight, supporting customer and revenue metrics with half the team size of other startups everyone joining at this stage will have outsized impact.

We've raised our series A & de-risked the business, but there's tremendous upside ahead; now's the perfect time to join.

Role & Impact

Our customers rave about us. The role is to take that customer love & architect a end-to-end customer experience that takes us to $100M in ARR with industry-leading retention.

Architect the idea customer lifecycle, from first technical evaluation and implementation design through renewals and multi-product expansions.

Design and execute our pre-sales motion, partnering with Sales to run technical evaluations that showcase real value in days.

Build our customer health scoring system, identifying expansion opportunities and churn risks before they materialize.

Create scalable onboarding playbooks that get customers to their "aha moment" faster than they thought possible.

Establish QBRs and strategic account planning that turns customers into internal champions who drive 7-figure expansions.

Define and track the metrics that matter from time-to-value and adoption rates to NPS and net dollar retention.

Work directly with Product and Engineering to translate customer feedback into our roadmap.

Eventually build and lead a world-class CS team (but first prove the playbook yourself).

Ideal Candidate Credentials

You've been at high-growth startups and know what "great" looks like.

You've scaled CS at a company in the $1-20M ARR range.

You think in systems and processes, but aren't afraid to do things that don't scale first.

You can go deep on technical implementations while zooming out to business value equally comfortable in architecture reviews and executive briefings.

You've owned a revenue number before, whether in CS, Sales, or as a founder.

You have a founder mentality no task is beneath you.