Customer Success Lead

About ImagineArt

We're redefining how the world creates and designs.

ImagineArt is one of the fastest-growing GenAI companies in the world. We've scaled faster than most funded startups , with zero outside funding.

• $35M+ ARR crossed this year

• 100M+ social impressions

• Built and shipped our own image generation model, now ranked #3 globally for photo realism

No funding. No shortcuts. Just a sharp, driven team building one of the strongest GenAI products in the world , and we're just getting started.
If you want to build something that truly matters, work with exceptionally smart people, and grow at a pace most companies never experience, ImagineArt is the place.

Role Overview

You'll own the success and expansion of ImagineArt's most technically sophisticated customers while building and leading the CS function from the ground up. This is a rare opportunity to shape how the world's creative professionals adopt cutting-edge AI tools, and to build the systems and playbooks that scale our customer business as we grow.

This role combines deep hands-on CS work with leadership. You're not managing a large org yet, but you're building the foundation for one. You'll partner directly with founders and product leadership, not buried in a large bureaucracy.

Who Is Our Perfect Candidate?

• You think strategically about customer outcomes, not just tickets or support volume

• You've built CS playbooks and operating models that scaled with your company

• You combine deep product fluency with genuine understanding of creative workflows and technical architecture

• You lead by example

• You have empathy for customers AND your team; you're comfortable with both the CEO and individual contributors

• You stay current on competitive landscape and translate that into strategic advantage

• You bias toward action, ask forgiveness not permission, and solve problems entrepreneurially

Key Responsibilities

Customer Success Strategy & Retention

• Define retention targets, expansion opportunities, and success metrics that directly move revenue and product adoption

• Manage end-to-end customer success strategy for high-touch customer segment and identify where to scale product-led and self-serve

• Translate competitive landscape insights into strategic advantages and positioning vs alternatives

Team Leadership & Scaling

• Build and lead a technical CS team that combines product expertise with genuine understanding of both architecture and creative workflows

• Hire, coach, and hold the team accountable to ambitious outcomes

• Design playbooks and workflows that let your team deliver exceptional experiences without burning out

• Know exactly when to escalate vs automate

Product-Led Customer Outcomes

• Work directly with Product team to solve real problems in how creators use AI tools

• Collect and synthesize customer feedback across channels, identify feature gaps and improvement opportunities

• Drive onboarding experiences that are seamless and set customers up for success

Cross-Functional Partnerships

• Partner with Product, Sales, and Marketing to align on customer needs and identify expansion opportunities

• Prepare structured reports on customer trends, pain points, and success metrics for leadership

Success Benchmarks & Accountability

• Establish success benchmarks and create dashboards that show whether we're actually solving customer problems

• Run regular cadences that drive visibility into CS metrics and team health

Requirements

• 4+ years in Customer Success, ideally 2+ leading CS teams in a startup or high-growth company

• Proven track record managing technical, creative, or design-focused customers (SaaS, developer tools, creative software, or similar)

• Demonstrated ability to translate competitive landscape insights into strategic advantages

• Experience building repeatable CS playbooks and operating models that scaled with your company

• Deep fluency in product technical architecture and use cases, not a salesperson who took a CS job

• Product-first mindset: you think like a Product Manager about customer outcomes

• Ability to have credible conversations with technical customers and engineering teams about implementation and edge cases

• Current on competitor offerings and positioning, you use competitive intelligence to inform strategy

• Maturity and presence to manage up, down, and across, your leadership trusts your judgment on strategy

• Bias toward action and entrepreneurial problem-solving; you don't wait for permission

• Empathy for both customers and your team

Nice to Have

• Background in creative software, design tools, or AI/machine learning products

• Experience in markets where product and art/aesthetics both matter

• Track record of reducing customer churn or expanding land-and-expand revenue

Company Culture

• Impact: Work on cutting-edge GenAI products shaping the future of creativity

• Team: Fast-moving, ambitious, and deeply collaborative

• Growth: A culture that rewards learning, ownership, and experimentation