Head of Customer Success

About Lens: Lens is building the Information Quality Score (IQS) — a sentence-level AI system that evaluates the accuracy, relevance, and fairness of information across news articles, research papers, financial reports, and policy documents. We serve four verticals: news and media, academic and research institutions, legislative and policy organizations, and financial services firms. We're an early-stage company building the infrastructure layer for a more epistemically honest world

Role Overview

The Head of Customer Success will own the post-sale experience for Lens's customers across all four verticals: news and media, academic and research, legislative and policy, and financial services. This is a strategic, proactive role — you're not waiting for problems to arise, you're ensuring customers realize value from IQS before they know to ask. You'll build the function from the ground up and eventually lead a growing CS team.

Responsibilities

• Design and own the end-to-end customer success lifecycle: onboarding, adoption, QBRs, renewals, and expansion
• Build CS playbooks tailored to each of Lens's four verticals and buyer personas
• Manage a portfolio of enterprise and institutional accounts directly in the early build phase
• Define and track health metrics: NPS, churn rate, expansion revenue, and product adoption
• Partner with Sales on renewal strategy and upsell/cross-sell opportunities within existing accounts
• Partner with Product to translate customer feedback into concrete roadmap input
• Hire and manage Customer Success Managers as the team scales
• Serve as executive escalation point for at-risk accounts

What We're Looking

• For 6+ years in Customer Success, with at least 2 years managing a team
• Track record of owning and hitting renewal and expansion targets
• Experience serving enterprise or institutional clients with long buying cycles and high switching costs
• Strong executive presence — you'll present to editors-in-chief, university librarians, legislative directors, and portfolio managers
• Analytical — comfortable building health score models, running churn analysis, and maintaining CS dashboards
• Bonus: Prior experience in one or more of Lens's verticals (media, research, legislative, financial services); experience supporting an AI or data product