Customer Success Lead

Basis builds real agents that do real work in the real economy. Our agents operate for hours at a time, performing end-to-end work for some of the largest accounting firms in the world.
We recently raised $100M at >$1B valuation and are racing to deploy the most advanced applied ML at production scale.
Our investors include: Khosla Ventures (Keith Rabois & Vinod Khosla), Accel (Miles Clements), Google Ventures, Nat Friedman & Daniel Gross, Adam D'Angelo, Jeff Dean, Jack Altman, Noam Brown, Kyle Vogt, Amjad Masad, Clem Delangue and many other operators/technical leaders.
"Basis is on the frontier of building production-grade, long-horizon agents. They've pushed the limits of what we thought our models could do on real-world, economically valuable, complex accounting tasks. They've been a great collaborator in helping us shape what the future of agents looks like." — Prashant Mital, Applied AI Lead, OpenAI

About the role

Basis is deployed with the top accounting firms in the country. As our customer base grows, so does the long-term opportunity we hold with each firm – expanding across practices, deepening adoption, and growing into a mission-critical platform. We're building a dedicated Customer Success function to own those relationships.

This is a founding role. You'll come in as a player-coach, managing a portfolio of enterprise accounts directly while hiring, building, and leading the CS team. You'll write the CS playbook, own renewal performance, and build the infrastructure for a function that scales alongside one of the fastest-growing companies in AI.

What you'll do

- Build and lead the Customer Success function at Basis

- Own a portfolio of enterprise accounts as a player-coach: drive adoption, expansion, and renewal

- Hire, develop, and manage a team of Customer Success Managers

- Define the CS operating model: account segmentation, health metrics, handoff playbooks, and renewal processes

- Partner with the Deployed Intelligence team on the handoff from deployment to long-term customer ownership

- Partner with Account Executives on QBRs, expansion opportunities, and ARR growth

What you'll bring

- Experience as a founding or early CS leader

- Direct ownership of a renewal and expansion number against a portfolio of six- and seven-figure enterprise accounts

- Track record hiring and developing CSMs at enterprise scale

- Player-coach by preference: still get energy from running a customer call while building the team

Bonus if you have

- Background at a vertical SaaS or professional services platform

- Experience selling into or supporting accounting, audit, or finance firms

- Experience deploying AI products into regulated industries

What we look for

- Strong commercial instinct: thinks in terms of revenue outcomes; identifies expansion opportunities, manages complex renewals, and spots churn risk before it becomes a problem

- Builder: energized by creating the playbook of a rapidly scaling function

- High agency: takes ownership and moves fast without waiting for perfect information

- Executive presence: comfortable holding senior-level conversations with firm partners and C-suite stakeholders

- Office lover: prefers shouting across a room over a Slack message, seeking full-time in-office in NYC

We offer a competitive and thoughtful benefits package designed to support your physical, mental, and financial well-being:

• Health & Wellness: Premium Medical, Dental, and Vision coverage; Life Insurance; and 6 coaching & 6 therapy sessions through Spring Health.

• Time off: Unlimited PTO + 12 paid company holidays.

• In-Office Perks: Daily meal stipends, a fully stocked kitchen, and $300 toward your custom desk setup.

• Financial Benefits: Pre-tax commuter benefits and 401(k) retirement plan

• Team Culture: Monthly office activities and frequent optional team happy hours.

• Parental Leave