Note: The job is a remote job and is open to candidates in USA. Theta Data is a pioneering data company specializing in low-latency APIs for delivering high-speed options and stocks data. They are seeking a Customer Success Manager to build the customer success function from scratch, owning the full customer lifecycle and defining processes and metrics for retention and expansion.
Responsibilities
- Own the full customer lifecycle: serve as the primary point of contact for onboarding, adoption, renewals, and expansion across our customer base
- Build the department from the ground up: define the scope, structure, and long-term shape of the Customer Success function, including where it sits relative to Support and Sales
- Design and implement process: create onboarding playbooks, health-check cadences, QBR templates, escalation paths, and renewal workflows where none exist today
- Define and own churn metrics: establish how churn, retention, and expansion are measured, set targets, and build the reporting that leadership uses to track them
- Drive retention and expansion: proactively identify at-risk accounts, run save plays, and surface upsell/cross-sell opportunities to the commercial team
- Be the voice of the customer internally: translate recurring feedback into structured input for Product and Engineering, and track it through to resolution
- Select and stand up tooling: evaluate and implement the CRM, health-scoring, and CS platform infrastructure the team will run on
- Recruit and build the team: once process and metrics are proven, hire, onboard, and manage the CSMs who join under you
- Partner cross-functionally: work closely with Sales on handoffs, with Support on escalations, and with Product on the roadmap that affects retention
Skills
- 5+ years in leading Customer Success or a related customer-facing role, ideally at a B2B SaaS or data/API company
- Direct experience building a CS function, process, or playbook from scratch — not just operating inside one someone else designed
- Comfort owning quantitative outcomes: you can define, track, and report on churn, retention, and NRR/GRR without hand-holding
- Strong project management instincts — you can juggle hands-on customer work and process-building simultaneously without dropping either
- Excellent written and verbal communication, with the judgment to know when to escalate versus resolve
- A genuine bias toward action and ownership — comfortable being the only person on the team on day one
- Experience in fintech, market data, or another technically sophisticated customer base
- Familiarity with CS or CRM tooling (e.g., HubSpot, Salesforce, Gainsight, Vitally, Intercom)
- Prior experience hiring and managing a team
- Working knowledge of APIs well enough to speak credibly with technical customers
Benefits
- Rapid growth: the platform and team are both scaling fast
- Ground-floor ownership: build a department in your own image, not someone else's template
- Direct impact: your work reaches thousands of quants, developers, and researchers daily
- A clear growth path: prove the model, then hire and lead the team that scales it
- Remote-first: work from anywhere
Company Overview