Head of Client Success
Remote role | Mexico, Colombia, Argentina
About the Company
We are building the AI-native Loan Origination System (LOS) made for automation. Backed by top-tier Series A investors, with over $25M raised and headquartered in New York City, we partner with US finance companies, credit unions, and banks to transform their lending operations.
Our remote-first team spans the Americas, with vibrant hubs in Colombia and Argentina. We're united by a shared mission: to redefine the lending experience through intelligent automation and an exceptional borrower journey.
About the Team
The Client Success team owns the enterprise relationship across the full client lifecycle — from the moment Sales hands off, through implementation and go-live, into long-term partnership, support, and expansion. The function combines Account Management (executive relationships, commercial ownership, expansion revenue) and Support (issue resolution, escalation management, ongoing operational health). The team works hand-in-glove with Services (implementation execution), Sales (handoff), and Platform Engineering (product feedback) — and is the single voice of the customer back into Fuse.
We're building Client Success to scale: not by adding a person per client, but by designing playbooks, tiered engagement models, and AI-native tooling that lets a small team deliver enterprise-grade service across our entire portfolio. As we onboard new clients every month and scale rapidly, the Head of Client Success will define how this function compounds.
About the Role
We're looking for a Head of Client Success to build and lead the function that owns the company's enterprise client relationships from post-sales handoff through every phase of the partnership — implementation, go-live, support, and expansion. In this role, you'll lead a team of Account Managers and a growing Support function, ensuring that every client realizes the full commercial and operational value of our platform — and becomes a long-term champion of Fuse.
This is a build-the-machine role, not a white-glove role. Your success will be measured by net revenue retention, gross revenue retention, expansion revenue, client satisfaction, and the per-client efficiency of the CS function as we scale toward serving 10x our current portfolio.
In this role, you will:
• Own the enterprise client relationship from post-sales handoff onward — through implementation, go-live, support, and expansion — across executives, project sponsors, and operations teams
• Build and lead a team of Account Managers responsible for individual client relationships, commercial ownership, and renewals & expansion
• Build and scale the Support function — design tiered service models, escalation paths, and AI-native tooling that delivers exceptional service without linear headcount growth
• Own commercial outcomes: net revenue retention, gross revenue retention, expansion revenue, renewal rates
• Negotiate contract renewals and expansion agreements; partner with Legal on complex deals
• Codify playbooks, engagement models, and best practices that let the function scale from N clients to 10N without 10x headcount
• Partner with Services through implementation: CS owns the client relationship throughout; Services drives project execution. At go-live, CS picks up the drive and Services becomes the technical escalation path
• Own the post-sales handoff — define and lead the kickoff process that transitions a signed client from Sales into the Fuse delivery system
• Gather and synthesize customer feedback into structured product themes; serve as the voice of the customer back into Engineering and Product
• Scale the team — own recruiting, onboarding, coaching and organizational strategy for Client Success
Minimum Requirements:
• 6+ years of experience in enterprise Client Success, Account Management, or related commercial roles; 2+ years managing teams
• Fluent in English to work effectively with US clients. Spanish is a plus for internal collaboration
• Proven commercial track record: You have personally owned NRR/GRR targets, closed expansion deals, and navigated renewal negotiations with enterprise customers
• Strong client leadership experience: You have managed senior executive relationships, navigated high-stakes situations, and turned at-risk clients into champions
• Can become an expert fast: You have prior Fintech/Banking/SaaS experience, or can quickly learn the details of the loan origination process and lending industry
You'll thrive in this role if you:
• Communicate exceptionally well: Equally comfortable in a CFO's office, on a working call with a credit union operations team, or pushing back internally on engineering trade-offs
• Embody extreme ownership: You take full ownership of commercial outcomes and client satisfaction. You don't let "that's a product issue" or "that's Sales' problem" become an excuse. You strive for excellence and raise the bar at every opportunity
• Operate with urgency: Bias for action, move fast, context-switch effectively across multiple priorities and clients to drive outcomes
• Think like a builder, not a service provider: You don't see CS as a cost center; you design CS as a system. You're comfortable specifying tooling, prototyping playbooks, and using AI-native tools (Claude Code, Lovable) to compound your team's leverage
• Have commercial DNA: You think about expansion, renewal, and account growth instinctively. You're as comfortable in a pricing conversation as in a service review
• Are a natural coach and leader: You build, inspire and motivate the team; you know when to delegate vs. when to execute yourself; humble with genuine passion for developing people and your own growth