Head of Customer Success

🌱 About The Position

Celery is a top-tier VC-backed B2B fintech startup on a bold mission to transform the financial industry. Our AI platform optimizes financial processes by connecting to various systems, identifying payroll errors, optimizing revenue, and delivering actionable insights.

Celery serves US-based customers, primarily in finance departments. We're looking for a hands-on Head of Customer Success to shape how our customers reduce errors, save time, and improve profitability through Celery.

This role offers a front-row seat in shaping Celery’s future, with responsibility for building a new department and managing our most valuable asset: our customers. It’s a rare opportunity to design processes, set KPIs, define standards for Customer Success, and join the company’s leadership team.

Reporting directly to the COO & Co-Founders, you will guide how Celery engages customers from their first onboarding call through ongoing value delivery, working closely with clients and internal teams to ensure each one achieves clear, measurable results that drive impact, influence product direction, and elevate the value we provide.

🎯 Responsibilities

Build the CS Department: Establish the foundations of the Customer Success function, including structure, processes, and future team growth and hiring employees.
Customer Onboarding: Lead onboarding for new customers, including account setup, configuration, training, and ensuring effective platform adoption.
Customer Support: Serve as the main point of contact for users, offering prompt, accurate, and empathetic service.
Playbook & Process Building: Design and implement onboarding playbooks, customer health scoring, and quarterly business review (QBR) processes.
Customer Journey Optimization: Build scalable processes that support long-term customer success and satisfaction.
CS Metrics Management: Track and report on KPIs such as NRR, pilot conversion, and retention.
Work Closely with R&D: Act as a bridge between customers and the R&D and Product team to ensure product issues, feedback, and feature requests are clearly communicated and addressed.

💫 Qualifications

Professional Background:

5+ years of experience in B2B SaaS, at least 2 years building CS processes or playbooks, focusing on strategic customer engagement. fintech experience preferred.
Previous experience in a finance-related role - ideally a CPA or similar.
Experience working with enterprise or mid-market customers (bonus: healthcare or financial operations).
Strong customer-facing experience with a proven ability to build trust, manage relationships, and represent the company externally.

Skills & Experience:

English mother tongue level (written and verbal) - Must
Strong analytical and problem-solving skills
Able to manage multiple tasks and priorities in a fast-paced environment
Excellent interpersonal and collaboration skills
Proficient in CRM tools and customer success platforms (bonus: Hubspot)
Independent and self-motivated

⭐ What We Offer

The opportunity to build and lead foundational CS practices
A pivotal role in shaping our customer experience and driving company growth
Work directly with the founding and leadership team
Competitive salary and equity package

✅ Why join us?

The chance to be part of redefining how finance departments operate, bringing innovation, efficiency, and accuracy to a traditionally manual space
A fun and respectful company culture, it’s enjoyable to come to the office every day
High level of freedom and independence, if we’ve decided to bring you on, it's because we trust you, not to micromanage you
A unique opportunity to join the company in its early stages, with all the potential benefits of stock options and shared success

🚫 Who this role is not for:

If you’re looking for the order, structure, and stability of a corporate environment. We’re relatively organized for a startup, but things move fast, and priorities can change overnight.
If you only want to work on things you're already good at. Even we don’t know what our next challenge will be, so we can't make guarantees.
If you're looking for a fully remote position. We understand the benefits, but at this early stage, our developer, CEO, product manager, and marketing lead all sit in one room and collaborate closely.