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Head of Customer Success (Director)

Remote

About BlastPoint

BlastPoint is a B2B data analytics startup located in the East Liberty neighborhood of Pittsburgh. We give companies the power to engage with customers more effectively by discovering the humans in their data and understanding customer journeys. Serving diverse industries including energy, finance, retail, and transportation, BlastPoint’s Customer Intelligence Platform makes data accessible to business users so they can plan solutions to customer-facing challenges, from encouraging green behavior to managing customers’ financial stress. Founded in 2016 by Carnegie Mellon Alumni, we are a tight-knit, forward-thinking team. 

 

Why You Should Work for Us

  • Solve Challenging Problems: BlastPoint’s platform incorporates cutting-edge approaches to geospatial data, psychographic clustering, data enrichment and a dynamic visualization environment, all at scale. We’re working to break new ground by pulling insights from high-dimensional data. And we’re pushing ourselves to try new and better ways to approach every step of our process.
  • Have An Impact: Small but mighty, BlastPoint’s growth is due to big companies increasingly trusting us with supporting key decisions using their most sensitive data.  What we do positively impacts the lives of millions of Americans (and beyond).
  • Make Positive Change in the World: Our solutions reduce paper consumption, help struggling families pay their bills, and promote clean energy.  We also offer our platform for free to nonprofits and civic-oriented organizations.
  • Employee-Focused Culture: We support the individual needs of our team, offering schedule and work-from-home flexibility, health insurance, 401K, and three weeks of PTO.  We also tailor growth opportunities, from skills training to industry conferences.
  • Equal Opportunity Employer: BlastPoint is committed to creating an inclusive and diverse workplace, ensuring equal employment opportunities for individuals regardless of race, color, religion, sex, national origin, age, disability, or genetics.

Our Values

Everybody matters
We beat expectations
Innovation built on a foundation
Cards on the table, always
"The smartest systems from the most 
comprehensive data built by the best people”



 

Salary $160K - $180K (OTE $190K - $220K)

Why This Opportunity Matters

The timing couldn't be better. After a successful Series A fundraise, BlastPoint is entering a hyper-growth phase. You'll be stepping into a critical leadership role where:

  • You're taking over a Customer Success function from a founder (the CTO/CPO) who's ready to hand you the keys and is looking for a true strategic partner.
  • You have a direct mandate from the founders to build the entire post-sale customer journey from scratch, from processes and playbooks to team structure and tooling.
  • You will be the architect of the function that will define customer success at BlastPoint for years to come, with a clear two-year journey from tactical execution to strategic oversight.

Summary of the Ideal Candidate

The ideal candidate is a seasoned CS executive who thrives in the controlled chaos of a scaling startup. They have successfully navigated the journey from ~$5M to $20M+ ARR at least once and know what it takes to win. They combine strong executive presence with deep financial acumen and the ability to operate as a relentless internal champion for the customer. They are energized by the challenge of building a function, coaching A-players, and proving the business impact of their team's work with hard, undeniable data.

Key Responsibilities 

  • Architect the Machine: Design, implement, and own the entire BlastPoint Customer Success playbook, from onboarding and training to health scoring, EBRs, and renewal/expansion motions.
  • Lead & Scale the Team: Lead, develop, and grow the CS organization from a team of 3 to 10+ in the next 18 months. You will be a player-coach initially, managing your own book of strategic accounts while building the team around you.
  • Own the Outcome (NRR): You will be the single, accountable owner of our Net Revenue Retention number. Your success will be measured by your ability to mitigate churn risk and partner with Sales to identify and drive expansion opportunities.
  • Drive Cross-Functional Alignment: Act as a relentless internal champion for our customers, coordinating with Product, Engineering, and Sales to remove roadblocks, influence the roadmap, and ensure a seamless, high-value customer experience.
  • Install a Value-First Operating System: Systematically track and quantify the business value our platform delivers, using our "Win Book" system to build unassailable, data-backed ROI cases that make renewals a foregone conclusion.

Professional Requirements 

  • 10+ years in Customer Success, Account Management, or related customer-facing roles, with at least 5 years in a leadership position.
  • Proven experience building and scaling Customer Success in a high-growth, B2B Series A-B startup environment, ideally taking a company from early stage through $20M+ ARR.
  • Direct leadership of teams of 10+ across customer success, onboarding, or account management.
  • Proven ownership of Net Revenue Retention (NRR), with results above 110% or equivalent top-quartile benchmarks.
  • Strong financial acumen, with experience developing and defending ROI/TCO models used in executive-level renewal and expansion conversations.
  • History of managing complex enterprise accounts ($500K+ ARR) and leading strategic conversations with C-level stakeholders.
  • Industry experience in or adjacent to regulated markets (utilities, financial services, energy) is strongly preferred.
  • Must be able to legally work and also reside in the U.S. 

What Sets You Apart 

  • You have a bias toward action that borders on obsessive.
  • You are a strategic partner who thinks in terms of business goals, not a tactical manager who thinks in terms of product features.
  • You're not afraid of hard conversations—with customers, your team, or other executives.
  • You take full ownership and don't make excuses—this means outcomes over effort.
  • You're comfortable with the messiness of a product that is evolving from Seed to Series A maturity.
  • You wake up thinking about customer value and go to bed planning how to prove it.

Are you ready for your breakthrough job? We have a rocketship for you.

BlastPoint is seeking a proven, entrepreneurial Customer Success leader who has a track record of architecting and scaling world-class CS organizations from the ground up. We are looking for an executive who can take a strong but nascent foundation and build it into a scalable, proactive, and value-driven retention and growth engine. We are at the zero-to-one stage, and we need a builder, not a maintainer.

This position demands intensity, a bias for action that borders on obsession, and a relentless focus on customer outcomes. If you're looking for a settled environment with established playbooks, this isn't the opportunity for you.

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