Please note that applicants must reside in the New York City or Washington DC area
Founded in 2019, Alethea is a tech company that detects and mitigates instances of disinformation and social media manipulation to help clients navigate the new digital reality. We protect clients from the threat of disinformation that targets brands, reputations, employee safety, or financial bottom lines through our industry-leading investigation and remediation services.
We're hiring a Director of Customer Success to build, lead, and scale our client/account management function from the ground up. You'll be one of the primary interfaces with our customers, helping them fully realize the value of our insights and technology, and shaping how our company listens to, serves, and grows client relationships. You should thrive in ambiguity, have strong strategic instincts, and a bias toward action. This is a critical leadership role — perfect for someone who likes building the plane while flying it.
Key Responsibilities
Customer Success Strategy & Execution
- Design and implement a structured customer success framework focused on lifecycle management, customer engagement, and value realization.
- Stand up scalable systems for account management and client retention, including account and renewal/upsell plans
- Segment accounts and design account management strategies tailored to Alethea's distinct categories of clients (persona, industry, etc)
Client Engagement & Account Management
- Act as the executive point of contact for clients, particularly during early onboarding, renewals/upsells, and day-to-day engagements
- Lead executive business reviews (EBRs), manage account health, and identify churn risks and expansion opportunities
Internal Collaboration & Feedback Loop
- Surface and synthesize client feedback to influence product development, platform improvements, and go-to-market strategy.
- Work cross-functionally with Analysis, Product, Engineering, and Comms/Marketing to deliver a cohesive customer experience.
- Build playbooks, content, and training to support platform adoption and user enablement.
Growth & Retention
- Own renewals, extensions, and account expansion by identifying evolving client needs and navigating procurement processes.
- Develop proactive lifecycle campaigns to drive engagement and long-term stickiness.
Team Leadership (Future Scope)
- Manage, and eventually scale, a high-performing customer success team as the company and client base grows
- Define KPIs, workflows, and success metrics to track team performance and client outcomes.
You'd Be a Great Fit If You...
- Have 8+ years of experience in customer-facing roles (customer success, consulting, or account management), ideally in startup or fast-growth environments.
- Are client-obsessed and have worked directly, preferably as the lead, with enterprise or nonprofit clients.
- Are a strong communicator with high EQ — someone who builds trust, navigates complexity, and handles high-stakes situations with calm and clarity.
- Have experience interfacing with senior leaders and can translate customer needs into product and business strategy. Be the advocate for our clients internally.
- Are a skilled project manager who keeps trains running on time, sees around corners, and ensures flawless execution.
- Bring a low-ego, mission-driven mindset. You're collaborative, detail-oriented, curious, and cool under pressure.
Compensation and Benefits:
- Salary and stock options are negotiated based on experience.
- Healthcare at the gold-tier level, dental, and vision is fully funded by the employer. 50% of dependent coverage is provided by the employer.
- Unlimited vacation, sick leave, including office closure between Christmas and New Year's, and extended holidays at Thanksgiving and the 4th of July.
- Employer sponsored 401k with a 3% match.
- Hybrid work environment, with 3 days per week required in office in Washington, D.C or New York.
The salary range for this position is $150,000 to $175,000, depending on the candidate's skills, experience, and qualifications. In addition to cash compensation, this role is eligible for a stock option grant. Further, we offer comprehensive benefits, including unlimited PTO, health, dental and vision plans, and generous company holidays. From time to time, employees may also be provided with opportunities for professional growth, development, and advancement.
Alethea is an equal opportunity employer that encourages people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply. We are committed to being an inclusive place to work, while maintaining a workforce that represents the communities we serve.