Founding Customer Success Lead

About the role

Merrily exists to help customer success and RevOps teams catch churn early, protect renewals, and find expansion, without surveys or manual CRM entry. As our founding customer success lead, you will be the person who makes that real for our first customers: onboarding them, connecting their stack, and turning a wall of health scores into a weekly motion they actually run.

You will also be the loudest voice of the customer inside the company. You sit between the people who own the relationship and the engineers building the product, and you make sure what we ship matches how CS and RevOps teams really work.

What you'll do

• Own onboarding for new customers: connect their sources, validate the first health scores, and get teams to their first "aha" fast.
• Build the playbooks for how a CS or RevOps team uses Merrily week to week, from renewal prep to expansion triage.
• Run the relationship with our early accounts: drive adoption, surface value, and protect their renewals (we should practice what we sell).
• Translate customer pain into crisp product feedback, and partner with engineering on what to build next.
• Define what good looks like for customer success at Merrily, then build the team and motion behind it.

What we're looking for

• 5+ years in customer success, account management, or RevOps at a B2B SaaS company, including ownership of renewals and expansion.
• A track record of turning at-risk accounts around and of spotting churn before it shows up in the numbers.
• Fluency with the modern CS and RevOps stack (CRM, product analytics, billing) and how those teams actually operate.
• Strong written communication and the comfort to be the first CS hire, defining the role rather than inheriting it.
• Genuine curiosity about the product and the data behind it, you will be close to both.

Bonus points

• You have been an early CS or RevOps hire at a startup and built the function from scratch.
• You have run customer success against a health-score or usage-based model before.
• You have sold or expanded into CS, RevOps, and founder buyers.
• You are comfortable with light technical setup: API keys, integrations, and reading a dashboard critically.

Why Merrily

You have probably lived the problem we are solving: finding out a logo was unhappy a quarter too late. This role is your chance to build the product and the motion you wish you had had, and to shape what customer success looks like at a company built around it.