What are the responsibilities and job description for the Founding Customer Experience Lead position at Cassidy?
New York City • In-Person
About Cassidy
Cassidy is an innovative no-code platform enabling businesses to create custom AI workflows and assistants powered by their company’s data. We recently raised our Series A and are scaling quickly. Today, Cassidy is trusted by companies like Justworks, Multiverse, and NTT Data to tackle problems that were previously impossible to automate. Our customers use Cassidy to unlock new workflows, automate operations, and power AI assistants across a wide range of industries and use cases.
Why this role
We typically land with a single high-value workflow, then expand into adjacent use cases and teams. We’re hiring our founding Customer Experience Lead to design and own the entire post-sales journey, from onboarding to value realization, then ongoing adoption, expansion, and renewal.
You’ll be both hands-on with customers—owning key accounts directly—and strategic, building the playbooks and systems that will scale our customer success function across the company.
This is not a transactional account manager role. It’s a builder/strategist role for someone who thinks like a product manager or engagement manager and loves turning messy, cross-functional customer problems into scalable systems and playbooks, then proving impact with data.
What you'll do
- Own the post-sales lifecycle, end-to-end. Manage a portfolio of strategic customers directly while also designing and running onboarding, activation, adoption, expansion, and renewal motions.
- Build the CX operating system. Create segmentation, journey maps, health scoring, leading indicators, playbooks, and QBR/EBR cadences. Stand up the right tooling (e.g., CRM product usage data docs) and evolve it as we scale.
- Architect land → expand. For each account, map the “wedge” use case, identify adjacent expansions, multithread stakeholders, and create value narratives that unlock budget and executive sponsorship.
- Partner with Solutions Engineers (FDE-style). Translate business goals into crisp solution briefs/specs; co-scope builds, pilots, and rollouts; ensure delivery hits the customer’s success criteria on time.
- Prove value with data. Define activation events and time-to-first-value, instrument product usage, build ROI models, and use them in exec-level QBRs and references.
- Be the Voice of the Customer. Synthesize insights for Product/Eng; influence roadmap prioritization and packaging; help Sales with scoping and value framing.
- Create leverage. Productize what works (templates, checklists, playbooks). As we grow, help hire and mentor a small CX team (player-coach path).
What makes you a great fit
- Builder-operator mindset. You’ve created post-sales or adoption programs from zero and scaled them, ideally in a horizontal or multi-use-case product.
- Strategic hands-on. Comfortable setting the blueprint (journeys, metrics, playbooks) and also running the customer relationships yourself.
- Consultative problem solver. Exceptional discovery, solution framing, and executive communication; you can multithread across ICs, managers, and budget owners.
- Product-fluent. You can read API docs/technical briefs at a high level, write clear solution specs, and collaborate deeply with engineers (no coding required, but data literacy helps).
- Data-driven. You define success with metrics (activation, adoption, expansion), and you’re fluent with product usage data and CRM discipline.
Backgrounds that tend to thrive: 4-6 years of experience in Product Management, Strategy/Management Consulting, Solutions/Value Engineering, RevOps/BizOps, or as Founder-type CS leaders.
Nice to have
- Early-stage startup experience; horizontal platforms or multiple ICPs
- Comfortable with SQL or spreadsheets for quick analysis; experience building ROI models or business cases
- Experience with Gainsight/Catalyst/Totango (or standing up lightweight CS systems in Notion/Airtable/HubSpot/Salesforce)