Founding Customer Success Manager

Few&Far is working with a Series A startup that is redefining how organisations listen, learn, and act through meaningful, scalable conversations powered by human facilitation and AI‑driven insights. We serve forward‑thinking enterprise customers eager to elevate talent strategy, employee engagement, and organisational intelligence.

The Role

We are seeking a Founding Customer Success Manager to design, launch, and lead our Customer Success function in New York. This person will create the CS playbook, build scalable processes, and be the first Customer Success hire driving adoption, retention, and enterprise value. You will work closely with the leadership team and engage directly with C-suite stakeholders across large strategic accounts.

This is a rare opportunity to shape how our customers succeed and to drive long-term growth at a company with optimism, mission, and momentum.

What You’ll Do

• Develop and own the company’s Customer Success strategy and playbook from scratch
• Build repeatable processes for onboarding, adoption, expansion, renewal, and escalation
• Serve as the primary CS lead for the company's largest enterprise customers
• Partner with Sales and Product to define customer onboarding plans, success plans, and lifecycle journeys
• Act as trusted advisor to executive stakeholders — drive value conversations with VPs, Heads of People, CHROs, and C-suite partners
• Create scalable, data-driven health scoring and success metrics to forecast renewals and growth
• Champion customer voice internally — influence product roadmap, prioritisation, and experience improvements
• Lead QBRs and executive business reviews with strategic clients

Who You Are

• 5+ years of experience in Customer Success, Enterprise Account Management, or similar role in SaaS
• Proven track record building or scaling a Customer Success function — playbooks, processes, tooling
• Comfortable engaging and influencing at the C-suite level
• Strong consultative mindset — you guide customers to outcomes, not just usage
• Excellent written and verbal communication skills
• Experience with CS tech stack (CRMs, success platforms, health scoring, playbooks)
• Data-driven with a passion for metrics, segmentation, and measurable impact
• Entrepreneurial — you thrive in ambiguity and enjoy building from first principles

Nice To Have

• Experience in AI, HR tech, employee engagement, or enterprise SaaS
• Experience at a high-growth startup or Series A environment
• Familiarity with qualitative feedback, conversation analytics, or employee listening tools