Customer Success Lead

The Customer Success Lead is a more senior Success hire who will own a portfolio of strategic school/district partnerships while also helping build the operating foundation for the Success function.

In practice, this is closer to a player-coach / founding Success operator than a pure CSM: the person should manage school relationships, drive referral growth, define playbooks and metrics, improve workflows, and eventually help raise the bar for the broader team.⁠⁠⁠⁠

What they’ll own

Own a portfolio of strategic school and district partnerships end-to-end.

Serve as the primary point of contact for school counselors and school stakeholders.

Build deep relationships with school stakeholders and identify opportunities to support more students.

Drive portfolio growth by helping counselors identify more students who could benefit from Marble.

Help define how the Success team grows referral volume.

Define new playbooks, metrics, and dashboards to keep schools healthy and prioritize team time efficiently.

Leverage AI to automate repetitive workflows so the team spends more time on high-leverage relationships.

Collaborate with Ops, Product, Growth, and Clinical teams to resolve issues, improve partner experience, and share frontline insights.⁠⁠

Ideal Candidate Profile

Required / core signals

4–5+ years of professional experience in a customer-facing role.

Has operated in a fast-paced, complex environment.

Proven sales, customer success, or business development track record.

Ideally has consistently exceeded growth, sales, or upselling targets.

High EQ: can quickly build trust with busy partners and navigate tough conversations.

AI-native: uses AI tools to automate workflows, draft communications, and surface insights.

Proven 0-to-1 builder: doesn’t just operate without a playbook, but helps write and operationalize the playbook.

Metrics-driven: can make sense of messy data and turn it into insights that drive decisions.

Scrappy/resourceful: willing to do whatever it takes to keep schools engaged.

Natural coach: raises the bar for others and is excited to grow into team leadership.

Based in NYC or willing to relocate; hybrid, 3 days/week in SoHo office.

Mission-driven around improving kids’ access to mental health care.⁠⁠

Bonus signals

Early-stage startup experience, ideally in a founding role across Sales, Success, or CX.

EdTech or K–12 stakeholder experience.

Background in, or strong interest in, mental health / psychology / human-centered services.⁠⁠

Positioning vs. Customer Success Manager

The Customer Success Manager version is scoped at 2–3+ years and is more focused on owning a school portfolio and executing the current Success motion.

The Customer Success Lead is scoped at 4–5+ years and adds:

Strategic school/district partnership ownership

0-to-1 playbook/process building

Defining metrics and dashboards

Acting as the voice of the customer internally

Coaching / future team leadership potential

Stronger analytical and operational expectations⁠⁠