Head of Customer Success

Join Tabs as the Head of Customer Success, where you'll lead our CS function, drive retention and expansion, and partner closely with leadership across Client Services. This senior, hands-on role requires operational excellence, team leadership, and a deep understanding of finance and accounting workflows. Enjoy unlimited PTO, fully paid health insurance, complimentary meals, and more.

• Lead and manage the Customer Success team, driving retention and expansion efforts across the book of business.
• Partner closely with cross-functional teams, including Implementation, Sales, Product Delivery, Support, Product, and Engineering, to ensure smooth handoffs and measurable ROI for customers.
• Design and refine the operating model for the Customer Success function, including escalation paths, staffing plans, workload distribution, success plans, and reporting.
• You’re an operator at heart — energized by systematizing what works and iterating relentlessly, not just solving the problem in front of you
• You’re comfortable balancing IC work with team leadership: running a team while staying hands-on with key accounts yourself, and setting the people around you up to do their best work
• You can take a direction and run with it, and you hold a high bar for the customer experience without micromanaging the path there
• One hour you’re unblocking your team; the next you’re walking a controller through an ASC 606 workflow
• You bring deep fluency in finance and accounting workflows, you thrive in a fast, high-ambiguity environment, and you earn credibility with every audience — CFOs, controllers, AR teams, engineers, and your own team alike
• You distill complexity into clarity, and you let data, not anecdotes, drive your decisions
• An excellent communicator who distills complexity into clarity for any audience, with high customer EQ
• Based in New York City, available to work 5 days per week in office at our Soho HQ
• A process-builder by nature: you design systems that scale, not just one-off fixes
• 8–12+ years in customer success or post-sale roles, with 5+ years leading and managing teams
• A track record of building or leading CS teams in high-growth B2B SaaS or fintech, and consistently delivering against retention and expansion targets
• Proven ability to hire well, coach directly, and hold a high bar without micromanaging
• Background in accounting or finance software is a strong plus; CPA or Big Four experience welcome
• Comfortable operating cross-functionally with Sales, Product Delivery, Support, Implementation, Product, and Engineering, and balancing IC work with team leadership
• Strong accounting and technical fluency — bonus points if you have knowledge of ASC 606 revenue recognition, order-to-cash workflows, and ERP integrations (NetSuite, QuickBooks, Sage) and CRMs (Salesforce, HubSpot)