Customer Success Lead (US)

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.

• Use 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​