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Founding Customer Success Lead

Vela· Customer Success
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San Francisco, CA$110k - $180kFull-timePosted 3w ago

About the role

Vela is hiring its first Customer Success Lead to own onboarding, adoption, and ongoing customer success for executive search firms using their AI recruiting coordination platform.

Responsibilities

  • - Onboarding and implementation. Run kickoffs, understand each firm's workflow, coordinate setup and permissions with customer IT teams, train users, and follow through until they're scheduling successfully with Vela.
  • - Adoption. Maintain close relationships with partners, recruiters, researchers, and coordinators; diagnose barriers to usage, conduct check-ins, and cultivate durable usage habits; travel for in-person events as needed.
  • - Customer issues from start to finish. Investigate problems, reproduce issues, provide clear engineering context, communicate with customers, and ensure resolution with very fast response times (average < 3 minutes).
  • - Usage and value reporting. Show customers how they’re using Vela, quantify value, and provide improvement recommendations.
  • - Account health. Identify disengagement and renewal risks early; create plans to mitigate risks and surface opportunities to expand usage; collaborate with CEO on commercial discussions.
  • - The CS playbook. Develop onboarding checklists, guides, rollout plans, templates, and scalable processes to improve future onboarding.

Qualifications

  • - 2–3+ years in customer success, implementation, account management, or similar hands-on roles; recruiting operations experience is a plus.
  • - Demonstrated experience owning customer onboarding or adoption with measurable results.
  • - Strong communication skills; able to lead executive calls, teach users, summarize clearly, and handle difficult conversations calmly.
  • - Highly organized and dependable; tracks issues, owners, deadlines, and follows through.
  • - Curiosity and ability to learn product deeply; comfortable with configurations, permissions, and workflows; able to explain findings to customers and engineers.
  • - Proactive, ownership-minded, and resilient; comfortable working directly with customers and building from scratch.

Skills

Required:Customer onboardingCustomer adoption and engagementAccount health and renewal managementCross-functional collaboration
Last updated Oct 25, 2026. Interested? Apply on the company site.
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About Vela

AI Agents For Complex Scheduling Coordination

We are building Vela, the AI scheduling assistant for the most complex interactions. Everyone assumes scheduling is a calendaring problem. It's not. It's a human nuance problem: knowing who to prioritize, how hard to push, and which dynamics to navigate. Vela understands these nuances, and every interaction deepens that understanding. Instead of manually calling, texting, and emailing hundreds of candidates across spreadsheets, today teams connect their system of record to Vela and it handles outreach, scheduling, and confirmation automatically with the nuances of industries and teams built in. Gobhanu and Saatvik are brothers who scaled a microfinance bank to 77 countries as kids. We previously built at AWS ML + SuperCompute and BCG AI.

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