Lightfield · 20 hours ago
Customer Success Lead
San Francisco, CA
Full-time
Hybrid
Mid, Senior Level
$180K/yr - $230K/yrLightfield is an AI-native CRM company that is transforming how customer relationship management functions. They are seeking a Customer Success Lead to build the customer success and support function, focusing on driving product adoption and revenue expansion within key accounts.
Artificial Intelligence (AI)CRMInformation TechnologySoftware
Responsibilities
Own the post-signup experience. Run onboarding for high-potential accounts. Lead weekly group onboarding sessions. Build the resources required to help customers get value fast - without always needing 1:1 support
Drive expansion revenue. Identify accounts ready to add seats or upgrade, build relationships with them, and facilitate growth
Convert trial and free users to paying customers. You'll own the motion to identify high-intent free users and convert them. You'll partner with our GTM Engineer to build triggers and then run the plays
Save at-risk accounts worth saving. Monitor activation signals. Spot customers who are stuck or disengaging. Intervene early with the right mix of education, hands-on help, and product feedback escalation
Be the voice of the customer internally. Synthesize what you're hearing into actionable insights for product and GTM. Close the loop so customers see their feedback reflected in the product
Build the playbook. Document everything. We'll scale this function, and what you create will be the foundation—onboarding scripts, expansion plays, health scoring criteria, intervention templates
Qualification
Required
You've done this at an early-stage company
You were an early commercial hire at a startup and built processes from scratch
You know the difference between customer success at a 50-person company and a 500-person company—and you thrive in the former
You're commercially oriented
You genuinely enjoy the expansion side of CS
You're comfortable talking about money, upselling when it's right for the customer, and carrying a number
You see revenue as a measure of value delivered, not something to apologize for
You are motivated by a quota and have a consistent track record of exceeding expansion revenue targets
You're structured and proactive
You don't wait for customers to complain
You build systems to monitor health, flag risk, and surface opportunity
You're a clear, confident communicator
You can run a webinar for 30 people, diagnose a stuck customer on a 15-minute call, and write a concise Loom walkthrough
You adapt your style to founders who want speed and directness
You're passionate about startups and modern GTM
You're obsessed with how AI is changing GTM, and you want a front-row seat
Benefits
Competitive salary
Meaningful early equity
Health insurance (medical, dental, vision)
3 weeks of PTO
11 paid company holidays + we enjoy a winter holiday break
3 months of paid family leave
Wednesdays work from home
Regular team dinners, events, offsites, and retreats
401k plan
Other perks include: commuter and lunch stipend
Company
Lightfield
Lightfield offers a CRM that helps teams manage customer conversations and uses AI to suggest actions and reminders.
Founded in 2020
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase