Customer Success Leader

Attio is seeking a strategic and proactive Customer Success Leader to join their team, reporting directly to the VP of Sales and Success. This senior leadership role is crucial for driving significant go-to-market success by building and coaching a high-performing CSM team. The leader will be responsible for delivering exceptional customer experiences, driving renewals, reducing churn, and identifying expansion opportunities. They will establish scalable playbooks, health scoring, and reporting, while collaborating cross-functionally with Marketing, Operations, Product, and Engineering to inform the product roadmap and ensure customer satisfaction.

Must Have

• Hire and coach a team of Customer Success Managers.
• Drive renewals, reduce churn, and identify opportunities for expansion.
• Establish playbooks, health scoring, and reporting for team scalability.
• Collaborate with Marketing, Operations, Product, and Engineering to enhance customer experience and inform product roadmap.
• Track and report on key metrics such as NRR, churn, onboarding success, and customer satisfaction.
• Bring 3+ years of experience building and coaching CSM/Account Manager teams.
• Possess 4+ years in a customer-facing role for a technical product.
• Demonstrate strong data orientation and passion for using analysis to guide strategy.
• Have clear experience working cross-functionally on strategic projects.

Attio is on a mission to redefine CRM for the AI era.

We’re building the first AI-native CRM — designed for the most ambitious go-to-market teams. We recently announced our $52M Series B, led by GV (Google Ventures), with support from Redpoint, Balderton, Point Nine, and 01A. Our team thrives on solving complex technical challenges, delighting our users, and setting a new standard for the industry.

About the role

Our CSM team is deeply solution-oriented. We put the customer first, move fast, and think strategically, delivering value throughout the entire customer journey. We’re not just here to hit numbers. We’re here to help our customers grow, and to shape the next generation of go-to-market.

We’re looking for a customer success leader who’s strategic, detail-oriented, and a proactive mentor. This is a senior leadership role reporting directly to the VP of Sales and Success, and responsible for driving significant portions of our GTM success.

What you'll do

• Hire and coach a team of Customer Success Managers to deliver exceptional customer experiences with a technical product in both 1:1 settings and through scaled programs
• Drive renewals, reduce churn, and identify opportunities for expansion in partnership with Sales and Product teams
• Establish playbooks, health scoring, and reporting to help the team scale effectively as the customer base grows
• Collaborate closely with partners across Attio in Marketing, Operations, Product and Engineering to solve for our customers’ experience and inform Attio’s product roadmap
• Track and report on key metrics like NRR, churn, onboarding success, and customer satisfaction

What you’ll bring

• 3+ years building successful teams and coaching CSMs or Account Managers
• 4+ years in a customer-facing role for a technical product
• A deep empathy for customers paired with the ability to balance their needs with company goals
• Strong data orientation and passion for using analysis to guide strategy and measure impact
• Passion for the CRM space and improving how businesses go-to-market
• Clear experience working cross-functionally on strategic projects
• Ability to thrive in fast-moving, early stage environments

What does the hiring process look like?

1. 30-minute introductory phone call with a member of our Talent team

2. 30-minute interview with our VP of Sales and Success

3. 45-minute technical case interview

4. Three 30-minute interviews with relevant stakeholders

5. 30-minute closing conversation with our CEO

6. Offer stage

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