Head of Customer Success

Recast is hiring a Head of Customer Success to lead our team of Customer Success Managers. You'll be directly reporting to Recast’s CEO and Co-Founder. The CSM team is the front line in onboarding new clients, training, and ensuring successful adoption of Recast. You’ll partner closely with our Head of Customer Data Science to optimize how we deliver to Recast customers.

What you'll do in your first 6 months:

• Manage and lead a team of CSMs, including performance management and hiring
• Define and implement processes that support both consultative relationships and scalability, such as onboarding, model validation, and QBRs
• Oversee all customer engagements, building strong relationships with agencies and customers to ensure adoption and value
• Drive measurable improvements in customer health scores, onboarding speed, and renewal predictability
• Implement and increase adoption of our CS toolset

This probably describes you:

• You have direct experience working with marketing leaders (e.g., VPs of Marketing, Growth, Media, or Analytics), ideally involving marketing attribution, budget planning, or MarTech tooling
• You thrive in hybrid environments that blend product enablement, light consulting, and long-term customer partnerships. Recast is a SaaS company with white-glove support so we blend elements of both SaaS and consulting in our relationships with customers
• An exceptional communicator with strong executive presence and the ability to adopt the “voice of Recast”
• An effective cross-functional collaborator. Someone who builds internal relationships and leverages those to advocate for the best possible customer experience
• A project management expert with the ability to put systems and processes into place that create maximum velocity for our team and transparency for customers
• A mind for technology - we’ll teach you about media mix modeling, but our customers and product are inherently technical and you should have an aptitude and curiosity to learn about those concepts
• An entrepreneurial spirit, with a mind and motivation for building and leading in a growing business

Things that should excite you that might scare off other folks:

• Joining an early-stage startup to help define processes and structure
• Working with distributed, remote-first teams
• Working with highly technical teams and first hand exposure to statistical modeling

What we offer you:

• Work wherever you’re happiest (this role will align with US timezones). We're fully remote
• Competitive remote salary along with early stage equity
• Your local holidays plus unmetered PTO (minimum 2 weeks mandatory PTO)
• Autonomy and support to do your best work in your own time

Note: Recast is committed to building a diverse team so if you are from an under-represented background in tech (e.g., women, BIPOC, etc.) please apply even if you don’t necessarily check all of the boxes here.

While Recast is officially based in the US, we're a fully remote team (one founder lives in Brooklyn, the other in Mexico City and team members in 6+ countries around the world).

CSM Team Responsibilities

The CSM team at Recast is responsible for:

• Owning the entire post-sales customer journey, from onboarding to adoption to steady state
• Project management for customer workflows, ensuring timely delivery of Recast
• Rapid resolution of all customer support requests and prioritization and management of competing requests
• Customer-facing communications
• Meeting preparation, facilitation, and follow ups
• Documentation and reporting on customer health, utilizing metrics such as product adoption, customer sentiment, etc.
• Renewal and expansion conversations
• Being the voice of the customer, advocating internally for the customer experience and product improvements
• Managing customer escalations when necessary, looping in the right Recast leaders to resolve all customer issues