Abacum · 23 hours ago
Head of Customer Success
New York, NY, US
Full-time
Hybrid
Director/Executive
$200K/yr - $240K/yr
6+ years expAbacum is the leading Business Planning solution for finance teams to drive performance. As Head of Customer Success, you will lead the Customer Success team, focusing on customer outcomes such as retention, renewals, expansion, and product adoption while collaborating with various internal teams.
Financial ServicesFinTechInformation TechnologySaaSSoftware
No H1B
Responsibilities
Lead, coach, and develop a team of CSMs and Technical CSMs, creating clear expectations, career paths, and performance standards
Hire and retain “A-players” while keeping attrition low through strong culture, enablement, and management practices
Build and continuously improve CS playbooks, processes, and tooling to scale impact as Abacum grows
Own performance against churn, renewal, contract extensions, and upsell/cross-sell targets
Establish forecasting, risk mitigation, and escalation processes to drive predictable renewals and expansion
Guide your team to create and execute tailored success plans per customer segment/tier, including adoption milestones and commercial outcomes
Ensure customers reach the outcomes defined during sales and onboarding; partner with FP&A Ops (Implementation team) to deliver smooth, accountable handoffs and onboarding success
Develop and monitor customer health, product usage, and adoption KPIs (including QBR cadence, success plan completion, engagement metrics, and time-to-value)
Implement a process to prioritize, track, and manage customer requests and feedback loops
Partner with Product and Engineering to surface insights, prioritize issues, and influence roadmap decisions based on customer impact
Maintain and evolve internal and external knowledge bases (help center, enablement assets, internal playbooks) to support customers and internal teams
Collaborate with Sales and Marketing on key account planning and advocacy (e.g., reviews, references, case studies)
Take ownership of a portfolio of Abacum’s most strategic clients, acting as executive sponsor and escalation point
Build trusted relationships with senior finance stakeholders and drive measurable value realization
Qualification
Required
Full professional proficiency in English (written and spoken)
7+ years in Customer Success / Account Management / Post-Sales leadership in a B2B SaaS environment (high-growth preferred)
3+ years leading and developing CS teams, including performance management and coaching
Proven experience owning outcomes across renewals, churn reduction, and expansion
Strong operational mindset: building playbooks, processes, tooling, KPIs, forecasting, and reporting
Experience building trusted relationships with senior stakeholders (Finance leadership strongly preferred)
Excellent communication and executive presence (written and verbal), plus strong organizational skills
A 'high agency' mentality: hands-on leader who drives execution and raises the bar
Preferred
Experience selling/supporting finance teams (FP&A, CFO org) and/or business planning / analytics / data products
Experience working with Technical CSM or solutions/implementation functions and complex onboarding motions
Comfort with product-led adoption metrics, customer health scoring, and data-driven CS operations
Benefits
Competitive compensation including equity package
Competitive vacation policy
Access to Meditopia
Hybrid working model and flexible working hours
Personal development including language courses
Company
Abacum
The collaborative FP&A solution empowering Finance teams to deliver strategic insights that make an impact (YC W21)
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$92MKey Investors
Scale Venture PartnersAtomicoCreandum
2025-06-11Series B· $60M
2021-11-30Series A· $25M
2021-04-08Seed· $7M
Leadership Team
Jorge Lluch
Co-Founder, COO and CFO
Recent News
Business Wire
2025-12-09
Crunchbase News
2025-11-07
2025-11-01
Company data provided by crunchbase