What are the responsibilities and job description for the Customer Success Lead position at Alethea?
About AletheaAlethea helps commercial clients and civil society advocates combat false and misleading information through in-depth analysis of reputational, regulatory, and security risks. Our insights and strategic recommendations empower organizations to mitigate threats, safeguard brand integrity, and strengthen public trust. Using a combination of expert analysis and our proprietary Artemis platform, we deliver timely, data-driven solutions that align with client needs.Role OverviewWe're hiring a Customer Success Lead to build, lead, and scale our client/account management function from the ground up. You'll be one of the primary interfaces with our customers, helping them fully realize the value of our insights and technology, and shaping how our company listens to, serves, and grows client relationships. You should thrive in ambiguity, have strong strategic instincts, and a bias toward action. This is a critical leadership role — perfect for someone who likes building the plane while flying it.Key ResponsibilitiesCustomer Success Strategy & ExecutionDesign and implement a structured customer success framework focused on lifecycle management, customer engagement, and value realization.Stand up scalable systems for account management and client retention, including account and renewal/upsell plansSegment accounts and design account management strategies tailored to Alethea's distinct categories of clients (persona, industry, etc)Client Engagement & Account ManagementAct as the executive point of contact for clients, particularly during early onboarding, renewals/upsells, and day-to-day engagementsLead executive business reviews (EBRs), manage account health, and identify churn risks and expansion opportunitiesInternal Collaboration & Feedback LoopSurface and synthesize client feedback to influence product development, platform improvements, and go-to-market strategy.Work cross-functionally with Analysis, Product, Engineering, and Comms/Marketing to deliver a cohesive customer experience.Build playbooks, content, and training to support platform adoption and user enablement.Growth & RetentionOwn renewals, extensions, and account expansion by identifying evolving client needs and navigating procurement processes.Develop proactive lifecycle campaigns to drive engagement and long-term stickiness.Team Leadership (Future Scope)Manage, and eventually scale, a high-performing customer success team as the company and client base growsDefine KPIs, workflows, and success metrics to track team performance and client outcomes.You'd Be a Great Fit If You...Have 8 years of experience in customer-facing roles (customer success, consulting, or account management), ideally in startup or fast-growth environments.Are client-obsessed and have worked directly, preferably as the lead, with enterprise or nonprofit clients.Are a strong communicator with high EQ — someone who builds trust, navigates complexity, and handles high-stakes situations with calm and clarity.Have experience interfacing with senior leaders and can translate customer needs into product and business strategy. Be the advocate for our clients internally.Are a skilled project manager who keeps trains running on time, sees around corners, and ensures flawless execution.Bring a low-ego, mission-driven mindset. You're collaborative, detail-oriented, curious, and cool under pressure.Compensation and BenefitsSalary and stock options are negotiated based on experience. The salary range for this position is $105,000 to $160,000 per year, depending on the candidate's skills, experience, and qualifications, and comes with a competitive commission plan as well. In addition to cash compensation, this role is eligible for a stock option grant.Healthcare at the gold-tier level, dental, and vision is fully funded by the employer. 50% of dependent coverage is provided by the employer. Additional benefits include employer provided life and AD&D insurance and an Employee Assistance Program with a variety of services, including generous Mental Wellbeing support. Flexible vacation, sick leave, including office closure between Christmas and New Year's.Employees may also participate in an Employer sponsored 401k, after their 6-month anniversary, with a 3% match. Health Savings (HSAs) and flexible spending accounts (FSAs) are also offered.Hybrid work environment, with 3 days per week required in office in Washington, D.C or New York.Alethea is an equal opportunity employer that encourages people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply. We are committed to being an inclusive place to work, while maintaining a workforce that represents the communities we serve.
Salary : $105,000 - $160,000