Customer Success Lead

At WISEcode, we’re a well-funded, dynamic startup. WISEcode makes personalized nutrition a reality based on the facts – what truly is in our food — and marries this data with your preferences. Powered by AI and the world’s most comprehensive food and nutrition database, WISEcode embraces the fact that we are all different, have different dietary needs, objectives, and preferences, and should not be at the mercy of market spin or “expert” opinion. Every one of us should have the information we need to make the best decisions for ourselves.After years of developing massively disruptive technology and data for nutrition, food, health and wellness, WISEcode sits on the precipice of transforming the food industry. Its focus has been on building thought leadership in FoodTechAITM, with engineers, technology execs, food data experts, etc. We’re now focused on building the market-facing team, with aggressive goals for the next few years. OverviewThe Customer Success Lead will design and lead WISEcode’s customer relationship experience from the ground up — using automation, AI, and data to deliver efficiency and excellence. This leader will be responsible for defining the customer journey, ensuring product adoption, and building a scalable system for retention, support, and growth — without the traditional headcount-heavy structure. As the architect of this department, you’ll integrate platforms like Zendesk, AI-driven chat, and CRM/data intelligence to create a seamless and highly automated support experience for both consumers and enterprise clients. Key Responsibilities● Build and execute a Customer Success vision that blends automation, personalization, and proactive retention.● Design and implement AI-first customer workflows using Zendesk, CRM, and internal tools to minimize manual intervention.● Define and track core success metrics — activation, engagement, churn, NPS, and lifetime value.● Partner with Product and Engineering to ensure customer feedback loops directly inform feature prioritization and innovation.● Develop self-service systems, dynamic help centers, and AI knowledge bases that empower users to solve problems autonomously.● Oversee the full customer lifecycle, from onboarding through retention, ensuring frictionless experiences at each stage.● Collaborate with Growth, Sales, and Marketing to align customer success with acquisition and expansion strategies.● Build and lead a lean team of customer success specialists, adding staff strategically only where automation cannot substitute.● Represent the voice of the customer across strategic leadership discussions, ensuring customer obsession remains a WISEcode hallmark. Requirements● 10 years in Customer Success or Operations leadership roles, preferably in AI, digital health, SaaS, or startup environments. Heavy emphasis on 0-1 environments.● Proven success in creating automated or technology-assisted customer support systems (Zendesk, Intercom, HubSpot, or similar).● Strong analytical orientation; able to translate data insights into scalable customer experience improvements.● Demonstrated experience building customer lifecycle frameworks, playbooks, and automation pipelines from zero to scale.● Familiarity with AI-driven analytics, LLM-based chatbot integration, or machine learning personalization systems.● Bachelor’s degree in Business, Marketing, Data Analytics, or related field; MBA or advanced technical degree preferred. Soft Skills● Visionary systems thinker: Capable of viewing customer success as both a human experience and a technological design challenge.● Empathetic communicator: Balances automation with genuine understanding of real user needs and emotions.● Change agent: Thrives in startup ambiguity and drives transformation through technology.● Collaborative leader: Builds bridges across engineering, product, and marketing to maintain a unified customer voice.● Bias toward action: Executes rapidly, iterates constantly, and learns from data to continuously optimize.● Data storyteller: Can translate complex usage or feedback data into compelling narratives for leadership and investors.WISEcode is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, please send a request to WISEcode Human Resources at jobs@wisecode.ai.   We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.