{"id":237451,"url":"https://alion.io/job/strella-customer-success-lead","title":"Customer Success Lead","company":{"id":4779,"name":"Strella","domain":"strella.io","url":"https://alion.io/company/strella","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-04T14:55:28Z","employer_posted_date":"2026-09-04","last_verified_at":"2026-11-02T03:01:59Z","board_verified":true,"closed_at":null,"days_open":58,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":58},"description":"About Strella\nStrella is reimagining market research with AI. Our platform conducts in-depth, AI-moderated interviews and transforms customer conversations into actionable insights in a fraction of the time of traditional research.\nWe’re building a new model for market research that combines the speed and scale of AI with the strategic expertise of world-class researchers. Our mission is to make high-quality customer understanding faster, more accessible, and more impactful for every business.\nCompany Highlights\nExplosive Growth: We’ve more than quadrupled our annual recurring revenue over the past year, demonstrating strong demand for a fundamentally better way to conduct research.\n\nEnterprise Traction: Trusted by leading brands including J.Crew, Chobani, DraftKings, and to uncover customer insights and inform critical business decisions.\n\nStrong Investor Backing: Raised capital from Bessemer Venture Partners to accelerate our mission of transforming the market research industry.\n\nMassive Market Opportunity: We’re bringing AI-native technology to a $100B+ global insights industry, replacing slow, expensive research processes with a faster, more scalable approach.\n\nBuilding the Future of Research: We’re expanding beyond software into a new model of full-service insights, combining AI-powered research with expert-led strategy. You’ll be among the earliest hires helping shape this offering.\n\nWe're scaling quickly and looking for a driven Customer Success Lead to own and grow our customer relationships as we enter our next stage of growth. This is an extremely high impact role. You will have the opportunity to build our Customer Success function from the ground up - including owning our customer retention and upsells, nurturing customer relationships, developing playbooks, and more.\nWhat You'll Do\nOwn the Customer Relationship\nServe as the senior point of contact for Strella's key accounts, building trusted, long-term relationships with champions and executive stakeholders.\n\nDevelop and maintain a deep understanding of each customer's research goals, use cases, and success criteria.\n\nNurture accounts proactively rather than reactively - regular check-ins, business reviews, and value-recap touchpoints throughout the customer lifecycle.\n\nDrive Renewals & Growth\nOwn renewal outcomes across the book of business, forecasting risk early and building mitigation plans.\n\nIdentify and execute on upsell and expansion opportunities, partnering with Sales where needed.\n\nOwn retention and net revenue retention targets for your accounts.\n\nBuild the Playbook\nDevelop repeatable playbooks for onboarding, adoption, QBRs, renewals, and expansion - turning what works into process the whole team can run.\n\nEstablish the metrics and health scores that define what a \"healthy\" account looks like at each stage and build dashboards to track these continuously.\n\nContinuously refine playbooks based on what's working (and what isn't) across the book of business.\n\nLead the Team\nManage and coach a team of Customer Ops Associates and CSMs, setting clear goals and providing regular feedback.\n\nSupport their day-to-day account work, unblock escalations, and help them grow into more senior CS roles.\n\nPartner with leadership on team structure, capacity planning, and hiring as the customer base scales.\n\nPartner Cross-Functionally\nWork closely with Sales to ensure a seamless handoff from close to onboarding.\n\nShare customer insights and product feedback with Product and Engineering to influence the roadmap.\n\nPartner with Marketing on customer stories, case studies, and reference programs.\n\nWho You Are\nHigh Impact Attributes\nPeople-centric: You’re energized by working with others, and enabling customers to achieve their goals\n\nHungry: Strong will to win; track record of exceeding retention and growth goals.\n\nBuilder: You should be comfortable with creating onboarding, QBR, and renewal processes from scratch, rather than waiting for structure to be handed to you.\n\nHumble: Self-aware, team-first, open to feedback, and authentic in how you show up.\n\nSmart: Excellent writing and verbal communication, curiosity, and business acumen.\n\nGrowth Mindset: Invests in personal development and takes initiative to upskill yourself and your team.\n\nCommercially minded: Treats renewals and upsells as an owned outcome, and comfortable making asks directly\n\nCustomer-first mindset: Willing to go above and beyond for the customer\n\nExperience\n8-10+ years in customer success, account management, or a related customer-facing role, with prior experience owning renewals and expansion revenue.\n\nExperience managing or mentoring direct reports, or clear readiness to step into people leadership.\n\nThrives in high-pressure or fast-paced environments; early-stage startup experience a plus.\n\nHas worked with minimal oversight and shown strong ownership.\n\nBonus: familiarity with research, insights, or B2B SaaS industries.\n\nWhy Join Strella\nOpportunity to help define and scale the customer success function at a fast-growing startup, with a clear path to grow into a broader CS leadership role.\n\nWork directly with founders and GTM leaders; your impact will be visible and measurable.\n\nBuild the playbooks and team structure from the ground up in a culture of curiosity, speed, and ownership.\n\nCompetitive compensation with meaningful equity, benefits, and career growth potential.\n\nIf you're ambitious, curious, and ready to help build a category-defining company, we'd love to meet you!","description_format":"text","description_chars":5500,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Market Research","AI Agents"],"lifecycle":[{"event":"open","at":"2026-09-05T10:11:48Z"}],"visa":[],"liveness":{"score":16,"band":"cold","label":"Long shot","p_open":1,"p_active":0.471,"p_room":0.35,"age_days":57,"expected_fill_days":27,"reasons":["conf:2","win:tail"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/strella-customer-success-lead","json_url":"https://alion.io/job/strella-customer-success-lead.json","meta":{"generated_at":"2026-11-02T05:46:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8280,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4779},"rest":"https://alion.io/mcp/rest/get_company?id=4779"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fstrella-customer-success-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fstrella-customer-success-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fstrella-customer-success-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/strella-customer-success-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fstrella-customer-success-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":237451}},{"tool":"search_jobs","arguments":{"company":"strella.io","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":237451},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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