GTM/Customer Success Lead

BOND is a company focused on customer relationships and they are seeking a Customer Success Lead to manage the post-sale experience. The role involves building relationships with high-performing executives, managing customer lifecycles, and translating customer feedback into actionable insights.

Responsibilities:

• Building deep relationships with CEOs and C-suite executives. You know their goals, their frustrations, and eventually what keeps them up at night
• Owning the journey to champion: tracking usage patterns, identifying at-risk accounts early, and turning happy customers into referrals, testimonials, and annual contracts
• Building and maintaining customer case files, a living record of every account: what success looks like to them, what they love, what's blocking them, what they've asked for, and whether we've shipped it
• Acting as the bridge between customers and engineering: translating feedback into clear bug reports and feature requests, helping prioritize what gets built, and managing expectations on timelines
• Setting up and owning the metrics: PostHog dashboards tracking DAU/WAU/MAU, NRR, M1 and M3 cohort retention, and usage trends. Also connecting the numbers to what customers are actually telling you
• Building automations when something becomes a pattern. You'll do things manually first to understand them deeply, but never indefinitely