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Customer Relations Lead

July 10, 2025July 10, 2025

Customer Relations Lead

CompanyAngelList
LocationNew York, NY, USA
Salary$Not Provided – $Not Provided
TypeFull-Time
Degrees
Experience LevelSenior

Requirements

  • 5+ years of client-facing account management experience, including 2+ years managing a team.
  • Operational fluency, ideally in fund administration, financial services, or a similarly complex domain.
  • Commercial acumen, with exposure to contracting nuances including repricing and renewal support.
  • Proven ability to lead through ambiguity, prioritize ruthlessly, and take initiative to improve or build process.
  • Experience managing incidents, communicating with stakeholders, and driving cross-functional alignment.
  • Strong judgment and problem-solving skills; you see around corners and act proactively.
  • High standards for execution and a bias for action; you don’t just see what’s broken, you take ownership and resolve it.
  • Deep empathy for customers and a belief that support should be a strategic differentiator.
  • A strategic business mindset to balance competing priorities and navigate the pace of a fast-moving startup.

Responsibilities

  • Lead, coach, and manage a team of Account Managers and Associates responsible for GP onboarding, enablement, and lifecycle management across fund types.
  • Personally own key customer accounts, engaging with high-value GPs to deliver proactive, strategic support across fund lifecycles.
  • Oversee operational execution, ensuring high task throughput, strong SLA adherence during peak seasons, and timely incident resolution.
  • Drive GP retention and satisfaction by monitoring key health metrics (e.g., NPS, CSAT, churn) and intervening early to de-risk issues.
  • Act as the Incident DRI (Directly Responsible Individual) for customer-impacting issues, coordinating internal teams and driving to resolution with clear external comms.
  • Identify and help resolve systemic issues across product, tax, and ops workflows to improve the customer experience and contribute to revenue growth.
  • Set the standard for what “great” looks like across every customer touchpoint.
  • Co-create a scalable team with the head of function, removing operational obstacles and reducing redundant manual effort, with the goal of improving the ratio of reactive to proactive work.

Preferred Qualifications

  • familiarity with venture capital, fund operations, or LP/GP dynamics.


TaggedAngelListCustomer SuccessFinance & Operations & StrategySales & Account ManagementSeniorStrategic Account Management

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