About the role
TrueBiz is a YC-backed startup automating merchant risk assessment for payment processors, banks, and marketplaces. Our customers include Visa, Mercury, and Lightspeed. We analyze business internet footprints to deliver 250+ risk data points in under 30 seconds — and we're growing fast.
We're hiring our first Head of Customer Success to own the full customer journey and build the function from scratch.
The role
This is a founding CS hire. You'll be hands-on with customers from day one while simultaneously building the processes, playbooks, and infrastructure that will let this function scale. In a year, the goal is that onboarding a new CS hire is straightforward because you've documented how everything works.
You'll sit at the intersection of pre-sales and post-sales. You’ll be supporting technical deals, running implementations, managing customer health, and standing up support operations. You'll work directly with risk and compliance teams at major payment processors and banks, so credibility with sophisticated buyers matters.
What you'll do
Pre-sales | Support active deals as a technical resource to ensure success once go-live is completed.
Implementation & onboarding | Be the single-threaded owner of customer implementations. Build a standardized onboarding playbook with defined milestones and go-live criteria. Manage timelines, troubleshoot integrations, and make sure customers reach value fast.
Customer health & retention | Develop a health scoring system and run weekly reviews. Catch drift before it becomes churn. Identify expansion opportunities and own the upsell conversation when customers are ready. Build a reference and advocacy pipeline.
Support infrastructure | Stand up the support function: ticketing system, SLAs, knowledge base, escalation routing. Track support metrics and feed patterns back to product as a signal on roadmap priorities.
