Head of Customer Success

About Clark

Clark is developing the trust infrastructure essential for the AI economy, focusing initially on audit and accounting workflows—areas that demand precision, reliability, security, and high productivity. Their platform assists firms in automating intricate processes, safely implementing AI solutions, and modernizing audit team operations. The team combines deep industry knowledge, proficient customer execution, and AI-centric product innovation to revolutionize audit practices.

Role Overview

Clark is seeking a Head of Customer Success to oversee the existing customer base and establish a premier post-sale organization. This leadership role requires both strategic development of the function and direct engagement with customers, ensuring retention, renewal, adoption, and operational success.

Key Responsibilities

• Manage customer health, retention, renewal, and expansion readiness.
• Create and lead the customer success department, including hiring initial Customer Success Managers (CSMs).
• Define customer health metrics, escalation procedures, and renewal workflows.
• Collaborate with Audit Engineers on discovering workflows, running pilot programs, and implementing solutions.
• Develop weekly operating rhythms for active accounts.
• Conduct executive-level customer discussions and handle escalations.
• Convert customer feedback into actionable priorities for product and engineering teams.
• Work closely with Sales on customer handoffs, expansion strategies, and suitability assessments.
• Design repeatable onboarding, adoption, renewal, and Quarterly Business Review (QBR) playbooks.

Candidate Profile

• At least 8 years of experience in customer success, implementation, account management, or leadership in post-sale roles.
• Proven experience heading customer-facing teams in B2B SaaS environments.
• Strong capabilities in establishing operational cadence and maintaining customer health standards.
• Comfortable engaging directly with executive-level customers.
• Excellent project management and cross-team communication skills.
• Ability to build customer success functions from the ground up while managing key accounts personally.
• Demonstrates ownership, urgency, and adaptability in a fast-paced startup setting.

Preferred Qualifications

• Background in audit, accounting, compliance, fintech, or workflow software.
• Experience with AI-native product sales or support.
• Prior involvement in building customer success teams at early-stage startups.
• Familiarity with enterprise-scale implementations and managing complex stakeholder groups.
• Experience recruiting and managing Customer Success or implementation teams.