Back to jobs

Head of Customer Success

Remote

Recast is hiring a Head of Customer Success to lead our team of Customer Success Managers. You'll be directly reporting to Recast’s CEO and Co-Founder. The CSM team is the front line in onboarding new clients, training, and ensuring successful adoption of Recast. You’ll partner closely with our Head of Customer Data Science to optimize how we deliver to Recast customers.

What you'll do in your first 6 months:

  • Manage and lead a team of CSMs, including performance management and hiring
  • Define and implement processes that support both consultative relationships and scalability, such as onboarding, model validation, and QBRs
  • Oversee all customer engagements, building strong relationships with agencies and customers to ensure adoption and value
  • Drive measurable improvements in customer health scores, onboarding speed, and renewal predictability
  • Implement and increase adoption of our CS toolset

This probably describes you:

  • You have direct experience working with marketing leaders (e.g., VPs of Marketing, Growth, Media, or Analytics), ideally involving marketing attribution, budget planning, or MarTech tooling
  • You thrive in hybrid environments that blend product enablement, light consulting, and long-term customer partnerships. Recast is a SaaS company with white-glove support so we blend elements of both SaaS and consulting in our relationships with customers
  • An exceptional communicator with strong executive presence and the ability to adopt the “voice of Recast”
  • An effective cross-functional collaborator. Someone who builds internal relationships and leverages those to advocate for the best possible customer experience
  • A project management expert with the ability to put systems and processes into place that create maximum velocity for our team and transparency for customers
  • A mind for technology - we’ll teach you about media mix modeling, but our customers and product are inherently technical and you should have an aptitude and curiosity to learn about those concepts
  • An entrepreneurial spirit, with a mind and motivation for building and leading in a growing business

Things that should excite you that might scare off other folks:

  • Joining an early-stage startup to help define processes and structure
  • Working with distributed, remote-first teams
  • Working with highly technical teams and first hand exposure to statistical modeling

What we offer you:

  • Work wherever you’re happiest (this role will align with US timezones). We're fully remote
  • Competitive remote salary along with early stage equity
  • Your local holidays plus unmetered PTO (minimum 2 weeks mandatory PTO)
  • Autonomy and support to do your best work in your own time

Note: Recast is committed to building a diverse team so if you are from an under-represented background in tech (e.g., women, BIPOC, etc.) please apply even if you don’t necessarily check all of the boxes here.

While Recast is officially based in the US, we're a fully remote team (one founder lives in Brooklyn, the other in Mexico City and team members in 6+ countries around the world).

CSM Team Responsibilities

The CSM team at Recast is responsible for:

  • Owning the entire post-sales customer journey, from onboarding to adoption to steady state
  • Project management for customer workflows, ensuring timely delivery of Recast
  • Rapid resolution of all customer support requests and prioritization and management of competing requests
  • Customer-facing communications
  • Meeting preparation, facilitation, and follow ups
  • Documentation and reporting on customer health, utilizing metrics such as product adoption, customer sentiment, etc.
  • Renewal and expansion conversations
  • Being the voice of the customer, advocating internally for the customer experience and product improvements
  • Managing customer escalations when necessary, looping in the right Recast leaders to resolve all customer issues

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Recast’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.