Head of Customer Success

Head of Customer Success/Account Manager — Executive Content Agency (Remote, US Client)

Location: Remote — South Africa Hours: US Eastern Time (with occasional Pacific coverage)

Salary: R120,000 – R140,000 per month

Reports to: The two Co-Founders

Type: Full-time, permanent

About Us

We're a fast-growing media brand in the startup world, built on poking fun at the tech industry — 100M+ impressions across our portfolio and roughly 200,000 followers.

On the back of that audience, we've built a world-class content agency. We help VCs, founders and top tech executives build authority on LinkedIn and X with content that's funny, sharp and genuinely different: interesting stories, hot takes, and the occasional shitpost.

Our clients are backed by Sequoia, a16z and other tier-one firms, and have raised anywhere from $5M to $1B+. One recently closed a $50M round; another is in the middle of raising $60M.

Most agencies sell delivery trucks. We sell Ferraris. We make people famous, and our clients come to us because nobody else does what we do.

Right now our co-founder runs every client relationship himself. That doesn't scale, and it's the single thing standing between us and the next stage of this business. So we're hiring one person to take it over.

We're not looking to half-do this hire. We need someone who does account management better than the founders do — otherwise we'll still be doing the job ourselves.

The Role

You own the client relationship. Not the content — the relationship. Every account already has a writer and an editor on it. Your job is to make our clients feel like they have the single best service provider they've ever worked with.

Think of the best private wealth manager you've ever heard of. She rarely talks about the portfolio. She calls when her client is anxious and tells him he's de-risked. She finds him a real estate agent when he's buying in Argentina. She connects him to a former White House official when he mentions an interest in politics. That's the standard — white-glove, high-touch, deeply personal service, delivered to some of the most impressive founders in tech.

What you'll actually do

Own the book

• Own the relationship for 15+ clients, plus every account that closes after you start.
• Know each client better than anyone else here does: what they care about, what they'd never say out loud, who they're trying to impress, what they're actually building.
• Be the single point of contact and the person they escalate to.

Run the rhythm

• Run the weekly call for each client alongside our editor and writer. You drive it.
• Be the last set of eyes on content before it reaches the client. Our writers make it funny, our editor makes sure it's good — you're the one who knows whether it's right for that specific client, and you send it back when it isn't.
• Keep our editors and writers pointed in the right direction on every account, briefing them on tone, voice, sensitivities and what landed last week.

Delight, relentlessly

• Anticipate things before they're asked. Clients shouldn't have to ask you twice, and often shouldn't have to ask once.
• Own a per-client gift budget. Brainstorm gifts that actually fit the person, then execute end-to-end.
• Send them posts and articles worth their time. Write the birthday card. Record a short video with an idea for growing their business.
• Broker the network: introduce clients to each other, to VCs, to agencies and operators we know, and to people in the founders' networks. Understand who should meet whom, and when.
• Be a concierge when it counts — where to eat, what to do and where to be in New York and SF, who to call for the thing they need.
• Reply fast. If they text, you text back. This is a role for someone who lives on their phone and treats a slow response as a failure.

Own the commercials

• Handle renewals, scope, pricing conversations and expansion — including growing a single-executive account into a full leadership-team programme.
• Watch account health and act on it: slow approvals, a client gone quiet, softening engagement. You catch it long before anyone complains.
• Onboard new accounts and set the tone from day one.

You won't be doing this alone. Every account has a writer and an editor on it already. You own the relationships, not the content machine.

Who You Are

Background

• Minimum 2 years at a tier-one firm: management consulting, investment banking, wealth or private banking, private equity — or Chief of Staff at a high-growth company. Agency account leadership at a comparable standard also works.
• You've been the person a client escalates to. Somewhere the account was yours and the standard was high.
• Strong academic record. You were probably a straight-A student, and you're still that person.

How you operate

• High executive function. You run your own system without anyone checking on you. Nothing falls through. Ever.
• Type A and high-attention. You're watching your phone. You're on top of it. You'd rather over-communicate than let something sit.
• High EQ. You read a room and adjust without thinking about it. You know when a client needs reassurance versus a solution.
• People immediately like you. Warm, charismatic, gregarious — and trusted, because you're worth trusting.
• Polished. Written and verbal communication of an exceptional standard. You can hold your own in any room with any of our clients, most of whom are more senior and more accomplished than you.

Cultural fluency

• You actually follow tech. You understand venture capital, how deals work, what a founder is worried about at 11pm.
• You know the LinkedIn and X ecosystem well enough to have a credible opinion about what's working.

What we're not asking for

• You don't need to be a writer. You'll never be asked to produce content — that's what our writers and editor are for.
• You don't need to be technical. No modelling, no building, no engineering.
• We're not looking for someone who wants to reinvent the playbook. We know what works. We need it executed at an extraordinary standard, consistently, with total attentiveness. If your instinct on day 30 is to change everything, this isn't the role.

The Setup

Compensation: R120,000 – R140,000 per month, depending on experience.

Location: Fully remote, based in South Africa. You'll work directly with a US-based team.

Hours: Our client calls run on Eastern time, with some Pacific. You need to work on their schedule. In practice that means core hours of roughly 3:00pm – midnight SAST (shifting to 4:00pm – 1:00am when the US is on standard time), with occasional later coverage for West Coast clients. This is a genuine requirement, not a preference — please only apply if you want to work these hours long-term.

Travel: We'll fly you to the US for client events, dinners and offsites.

Setup you'll need: Reliable fibre, a backup connection, backup power for load shedding, and a quiet, professional space for video calls.

Tools: Google Docs + Notion, Sheets + Airtable, Slack + WhatsApp — plus whatever you already use to run your own day.

Where This Goes

This is a two-year, up-or-out opportunity, and we're upfront about that.

We're growing fast and we need people who can lead with us. Every part of this business — accounts, content, sales — is going to need a head, and accounts is the department that matters most. If you're excellent at this, that's you, and the ceiling is COO of this company.

The other path is just as good. Two years in this seat and you'll have real relationships with dozens of the most interesting founders and investors in tech. Plenty of people in this position find a company they believe in and go join it as Chief of Staff. We'd be happy for you. You'll have our network, and we'll open doors.

Either way, this is a career-defining two years for the right person.