Head of Customer Success

Your role

As the Head of Customer Success at Turnkey, you’ll build and lead our post-sales function — combining technical support, customer success, and developer experience under one roof. You’ll own the full customer journey after launch: ensuring integrations go smoothly, issues are resolved quickly, and customers expand successfully on Turnkey’s platform.

You’ll be responsible for hiring and developing a small but high-performing team, setting metrics and systems to measure success, and building the operational foundation for how Turnkey supports and grows its customer base. This is a player-coach role — you’ll jump into complex customer challenges yourself while building the structure that scales beyond you.

The ideal candidate is both strategic and hands-on: equally comfortable debugging a customer’s API issue as designing the KPIs, playbooks, and processes that define a world-class customer organization.

What you’ll do

• Lead Turnkey’s customer team, spanning customer success and technical support functions

• Define and implement post-sales processes — onboarding, support, and account management — that deliver exceptional customer outcomes

• Set, track, and report on key metrics such as customer health, response time, NPS, churn, and expansion

• Serve as an escalation point for complex technical or operational issues and work directly with customers when needed

• Partner with Product and Engineering to surface recurring issues, product feedback, and feature requests

• Hire, mentor, and grow a team of customer success managers and technical support engineers as the company scales

• Build and maintain internal systems for ticketing, reporting, and documentation to ensure efficiency and visibility

• Drive proactive engagement with customers, identifying expansion opportunities and building long-term relationships

• Contribute to the overall customer experience strategy, aligning closely with leadership on company-wide goals

What we’re looking for

• 5+ years of experience in customer success, support, or post-sales leadership in a technical B2B environment

• Deep understanding of developer or API-driven products, with enough technical fluency to debug issues or guide support teams effectively

• Proven ability to build or scale a customer function from scratch — processes, playbooks, metrics, and hiring

• Excellent communication and stakeholder management skills; you can move seamlessly between customer calls and leadership discussions

• Strong operational instincts — you know how to measure, optimize, and automate without losing the human touch

• High standards for customer experience and accountability — you set the tone for the team and lead by example

• Comfortable working cross-functionally with engineering, product, and go-to-market teams in a fast-paced environment

Style points

• Experience leading customer teams at a high-growth infrastructure or developer-platform company

• Background in crypto, fintech, or other high-security, high-stakes products

• Experience with metrics dashboards (Grafana, HubSpot, etc.) and data-driven decision-making

• Technical curiosity — you enjoy understanding how things work and helping customers use them better

• Track record of building tight feedback loops between customers and product teams

What We Offer

• Full benefits, including medical, dental, vision, life, disability, HSA/FSA, 401(k)

• Paid parental leave

• Unlimited PTO

• $3,000/yr learning and development budget to attend industry conferences

• Multiple team offsites per year

• Macbook Pro laptop

• Lunch stipend

Ready to join us on this journey? Email us at jobs@turnkey.com with your LinkedIn profile and a short overview of why you'd be a great fit for Turnkey.

Please note that while the team is remote, we are only considering candidates who are physically based in the United States with a strong preference for those that can be onsite in the New York City HQ.

Turnkey is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law. We encourage individuals of all backgrounds to apply.