Head of Customer Success
Company: BridgeMe
Location: San Francisco
Posted on: April 1, 2026
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Job Description:
About OneText: Shop by Text Sitting at the intersection of
payments, AI, and marketing, OneText makes shopping as effortless
as paying with your hotel room number. Shoppers literally reply and
buy with one text. Fast-growing ecommerce brands use our text to
buy payments and AI sales concierge to drive up to 30% more
revenue. We replace conventional SMS marketing with two-way
conversations that delight shoppers and inspire them to buy more.
We’re backed by rockstars including Y Combinator, Coatue, Citi
Ventures, Khosla Ventures, the founders of Warby Parker, Allbirds
and Harry’s and Matt Bellamy, the lead singer of Muse. We're
building a world-class team and we’re looking for part magician,
part cheerleader, part ??? pirate, part astronaut to join as our
founding growth marketer. If that’s you, reach out! About the Role
Build and lead the transformation of a critical function at a
high-growth startup. We’re looking for a transformational leader to
take the reins of our Customer Success function — not just to
manage it, but to reimagine and rebuild it into something
exceptional. Right now, our Customer Success team is made up of
four capable, dedicated CSMs who are working hard — but they’re
overwhelmed. They’re buried in reactive work and struggling to keep
up with the growing demands of our expanding customer base.
Although they have ample resources at their disposal — including
budget for tooling, engineering support, and headcount — the team
is stuck in firefighting mode. They currently report directly to
our CEO, a setup that’s not sustainable and is limiting both their
effectiveness and growth. This is where you come in. We need a
strategic, operationally-minded leader to take full ownership of
Customer Success — someone who can diagnose the core issues, bring
clarity and focus, and build a CS organization that’s lean,
scalable, and world-class. You’ll have the mandate, support, and
resources to make bold changes — and a clear path to executive
influence. Why this role is unique: It’s not about incremental
change - it’s about transformation. You’ll inherit a function in
need of a reset, and you’ll have the opportunity to rebuild it the
right way from the ground up. You won’t be preserving the status
quo - you’ll be designing what CS should look like at a modern,
high-performing SaaS company. You’ll be at the center of the
company’s growth. Our customers are core to everything we do - your
work will directly impact retention, expansion, product adoption,
and company strategy. As Head of CS, you’ll be a key voice in the
room and a close partner to the CEO. You’ll have real leverage.
Unlike many companies, we’ve already invested in giving our CS team
the tools and support they need. Engineering is on board to help
build internal workflows and automations. The budget is there for
headcount and platforms. You won’t be fighting for resources - your
job is to make them work. You’ll build a team culture that lasts.
From hiring and coaching to defining ways of working, you’ll shape
the future of Customer Success at our company. You’ll be creating a
function that scales - not just with more people, but with smarter
systems, clearer strategy, and higher standards. What you’ll do:
Lead, coach, and grow our Customer Success team — setting a
high-performance, high-ownership culture. Design and implement
scalable processes for onboarding, retention, expansion, and
customer health. Create clarity for the team by defining customer
segments, success planning frameworks, and coverage models. Build
systems and workflows that reduce manual work and drive proactive
engagement — with support from our product and engineering teams.
Drive key metrics like NRR, churn, and product adoption — and own
the systems that improve them. Be the voice of the customer across
the company, influencing product direction and go-to-market
strategy. You might be a fit if: You’ve built or scaled CS teams in
a B2B SaaS environment and know what great looks like. You’re equal
parts strategist and operator — you think in systems and outcomes,
and you know how to get things done. You’ve led CS teams through
change — whether it’s a restructure, a rebuild, or a full
transformation. You’re obsessed with efficiency, tooling, and
automation, and you know how to make a lean team punch above its
weight. You’re a strong people leader who builds trust quickly,
gives clear direction, and helps teams thrive in fast-paced
environments. This is a high-impact, high-autonomy role for someone
who’s ready to build something lasting. If you’re looking for your
next leadership challenge — and you want to do your best work with
a smart, mission-driven team — we’d love to talk. Location: Remote
or Hybrid (San Francisco) Compensation Range: $130,000 - $200,000
Equity Benefits: Health, Vision, Dental Insurance, Untracked PTO
Interview Process We believe in a transparent and efficient hiring
process. Here’s what you can expect: Chat with leadership Chat with
the CSM team Take-Home Assignment Technical Screen (45 minutes)
Chat with the OneText Founders (30 minutes) Offer Call (30
minutes)
Keywords: BridgeMe, Manteca , Head of Customer Success, IT / Software / Systems , San Francisco, California
