[Hiring] Customer Success Leader @Graphite Financial Group

Role Description

As the Customer Success Leader at Graphite, you are responsible for owning and scaling the entire post-sale client function. This role carries direct accountability for Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) across a 400+ customer portfolio spanning Accounting, Finance, Tax, Payroll, and HR services.

This is a high-ownership leadership role in a scaling professional services environment. You are responsible for building the retention engine — defining the operating model, enforcing commercial discipline, and developing a high-performing team of Customer Success Managers.

Graphite delivers services through dedicated Accounting, Finance, Tax, Payroll, and HR teams. Customer Success operates in close partnership with these service leaders to ensure coordinated delivery, clear scope management, and consistent client outcomes. Success in this role requires financial fluency, executive presence, operational rigor, and the ability to align Sales, Customer Success, and Service Delivery around long-term client value.

• Own Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) performance
• Lead renewal strategy and ensure disciplined execution across the portfolio
• Define account segmentation and tiered engagement models
• Establish clear renewal timelines and enforce accountability across the CS team
• Set commercial guardrails for scope adjustments, pricing normalization, and concessions
• Build and maintain churn forecasting and retention reporting for executive leadership
• Lead quarterly portfolio reviews focused on risk concentration and expansion leverage
• Develop and coach a team of Customer Success Managers with clear performance standards
• Establish escalation thresholds between CSMs, Services leadership, and Executive team
• Partner closely with Sales to ensure clean handoffs and expansion alignment
• Partner with Sales to drive coordinated expansion strategy across the portfolio, ensuring proactive growth planning and clean commercial execution
• Identify systemic friction between Sales and Service Delivery and resolve it at the operating level
• Serve as the executive escalation owner across the portfolio and directly manage high-tier or high-risk accounts
• Champion long-term client value realization over short-term concessions
• Represent the voice of the customer in firm-level strategic decisions

The total target compensation for this position is $130,000, which includes an annual base salary of $100,000 and an annual incentive target of $30,000.

Qualifications

• 5+ years of experience in B2B Customer Success, Account Management, or Revenue leadership within SaaS, fintech, or professional services
• 2+ years leading and developing a Customer Success or Account Management team
• Proven ownership of Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) metrics
• Demonstrated experience building or scaling Customer Success processes in a growing organization
• Strong working knowledge of accounting principles and financial operations
• Comfort reading and discussing financial statements (P&L, balance sheet, cash flow) with executive stakeholders
• Experience managing founders, CEOs, CFOs, Controllers, or senior finance leaders
• Demonstrated ability to operate cross-functionally across Sales and Service Delivery
• Experience managing renewal strategy and commercial negotiations
• Strong analytical capability with experience building retention forecasts and executive reporting
• High emotional intelligence and executive presence
• Organized, disciplined, and capable of driving accountability across a team
• Experience with HubSpot CRM and Service Hub tools strongly preferred
• Experience within SaaS, fintech, accounting, finance, tax, payroll and/or HR services STRONGLY preferred

Benefits

• Competitive Medical, Dental, and Vision coverage. 100% of the employee's health insurance premium is covered by the company.
• Company-paid Short-Term and Long-Term Disability insurance.
• Generous Unlimited Paid Time Off (PTO), 11 Paid Company Holidays, and comprehensive Paid Parental Leave.
• Fully remote position with company-provided technology equipment and a $250 technology stipend to support your ideal home office setup.
• 401k with a company match.