Founding Customer Success Lead

The basics:

• Maintouch builds AI agents to automate the trillion-dollar marketing agency industry.
• We’ve grown insanely fast in the last 9 months, and power the growth systems for 50+ of the fastest-growing companies in the world.
• Marketing is a series of micro-decisions based on responses to data. Maintouch connects to all your marketing data sources to plan and execute growth strategies like an expert would.
• I grew up working at my family’s marketing agency. We’re taking those learnings and using AI to automate all that work.
• Lean team of 7. Ex-founders and experts working in person in SoHo, NYC.

Why join us?

• You’ll help build the customer function for what we believe can become the last marketing platform.
• You’ll work directly with founders, operators, and marketing leaders at some of the fastest-growing companies in the world.
• Autonomy. You’ll own customer outcomes end-to-end. There are no handoffs, which means no space between you and impact. You run the show.
• You’ll be the person who turns a fast-moving product and a growing customer base into a repeatable customer success machine.
• If you eventually want to start your own company, there is no better place to learn how great customers think, buy, complain, renew, expand, and win.

What you’ll do

• Own the customer experience end-to-end. Onboarding, support, education, risk, feedback, process. If it touches the customer, you help make it great.
• Run frontline support across Slack, email, and our support channels. Customers should feel heard quickly and helped thoughtfully.
• Triage bugs and product issues. Figure out what’s a real bug, what’s user confusion, what’s a docs gap, and what needs engineering attention.
• Help customers get to value faster. Especially around first content, publishing, AI visibility, reporting, and agent workflows.
• Build the help center, onboarding materials, macros, customer comms, and internal playbooks that reduce repeated questions.
• Talk to customers constantly. Understand what’s working, what’s confusing, what’s breaking trust, and what would make Maintouch indispensable.
• Use Maintouch with customers. Show them how to use the agent, pressure-test strategy, identify content opportunities, and become more self-serve.
• Act as the connective tissue between customers, product, engineering, and operations. Make sure customer pain turns into action.
• Build lightweight systems for renewals, expansion signals, customer health, priority accounts, and open issues.
• Fill gaps, unblock problems, and make sure nothing falls through the cracks as we scale.

What we’re looking for

• 2-5 years of experience in customer success, customer support, implementation, account management, or a similar customer-facing role at a SaaS company.
• High IQ and high EQ. You can understand the product deeply and handle customers with patience, clarity, and good judgment.
• Strong writer. You can turn messy customer context into crisp tickets, docs, emails, and Slack updates.
• Naturally technical and curious. When something breaks, your first instinct is to figure out why, not just escalate it.
• Calm under pressure. You can handle annoyed customers, ambiguous issues, and fast-moving internal priorities without spiraling.
• Systems-minded. If you answer the same question three times, you build a doc, macro, checklist, or workflow.
• Creative and resourceful. You don’t wait for a playbook. You write one, test it, and rewrite it whenever needed.
• Comfortable with ambiguity and rapid change.

Bonus if you have experience with SEO, content marketing, CMS workflows, growth teams, or marketing agencies.

About the process

We move fast: screener → behavioral → customer scenario / case study → in-person → offer.

Start date ASAP. No remote. No students.

If this sounds exciting, we’d love to chat.