Founding Customer Operations & Support

Job Description: Customer Operations & Support

About Hadrius

Hadrius automates and consolidates securities compliance for investment firms. To do this, we’re building the automated back office for financial firms, using AI to analyze millions of data points from emails to text messages, marketing copy, investment accounts, filings, and more to identify regulatory violations.

Today, over 300+ financial institutions managing $4T+ AUM rely on Hadrius to automate their regulatory compliance. We’re the fastest growing company in the space and the emerging category leader, going from our launch out of the YC W23 batch to $XMs+ ARR in under 24 months and haven’t slowed down since. We have a world-class team and product competing against legacy software that hasn't innovated in decades, and are looking for exceptional people dedicated to our shared mission to join.

We're scaling fast, and we're building the most leveraged Customer Success motion in the industry — one where data, automation, and focused human touch create outsized outcomes for hundreds of firms at once.

The Role

This is a foundational hire. As Hadrius's first dedicated Customer Operations & Support teammate, you'll own the operational backbone of our Customer Success function — protecting our Account Managers' focus, tracking customer insight/requests alongside their current status, and building the systems and automations that let our CS team scale.

This role sits at the intersection of support, operations, and insights. You'll start by reducing ticket load across the team, then progressively take ownership of the automation and infrastructure our Forward-Deployed Engineers are building — becoming the durable owner of CS operations as we grow.

This role reports to the Manager of Customer Success and works daily with our FDEs, Scaled CSM, and the full AM team. You and the Scaled CSM are a true pair. They run the customer-facing SMB motion, you build and maintain the infrastructure that makes it scale.

What You'll Own

Near-term (first 30 days): Support + Insights

• Own the tier-1 ticket queue across all segments. Resolve, triage, and escalate.
• Systematically capture and tag customer insights from tickets, AI Notetaker, and Customer CRM. Weekly synthesis to the Manager of Customer Success and bi-weekly theme reports to EPD.
• Maintain and expand our FAQ library and routing logic configuration to drive ticket deflection.
• Treat automation as a discipline: identify high-frequency manual work across CS and design automations that eliminate it. The goal is a continuously declining of manual tickets-per-account ratio.
• Project management and triage for the broader CS team.

Progressive (months 1-3): CS Operations

• Inherit CS operational infrastructure from our FDEs as their quarterly engagement completes.
• Maintain and evolve the customer health scoring model and reporting infrastructure.

Ongoing:

• Ticket-volume reduction: partner with Scaled CSMs and EPD to reduce tickets-per-account by driving self-service, automation, and product improvements.

Who You Are

• 3–5 years of experience in Customer Success Operations, Support, or Customer Operations roles at a B2B SaaS company.
• Product minded. You're comfortable resolving tickets and playing with the platform to answer tickets.
• Systems thinker. You see repeat tickets as a signal, not a task. You ask "what's the root cause and how do we kill the whole category?"
• Inquisitive. You genuinely love playing with product and trying new tech.
• Data-fluent. You can build reports and work with product telemetry.
• Tooling depth: HubSpot admin experience is strongly preferred; familiarity with Pylon, Outreach, and CS-adjacent tools (Gainsight/Catalyst/Vitally, even if not implementing) is a plus.
• Comfort with ambiguity. You seize opportunity and are excited to build.

Success Looks Like

First 7 days:

• Ramp on our ICP, value proposition, Hadrius platform, pricing/packaging, and roadmap
• Pass 3 of our product certifications
• Become familiarized with our systems and tooling
• Map out any dependencies, hand offs, and processes — and where they break
• Build a deep enough mental model in week 1 that by week 2, you have informed opinions to test
• Report your first bug/feature request

First 14 days:

• Become an expert on our product — and where/how to find answers to niche questions
• Answer your first 30 customer tickets (with heavy help)
• Identifying at least 1 surface area where we can score a win through automation
• Mapped out ticket tiering, tagging, and pipelines — with minor improvements shipped

At 45 days:

• Tier-1 ticket SLA (first response <2 hours) held across the queue
• Weekly insight synthesis established as a reliable cadence
• Ticket deflection rate improving month-over-month
• AMs report meaningful reduction in ticket work
• If applicable, a new version of Customer Health Score shipped

At 90 days:

• Full ownership of CS operational tooling (HubSpot, Pylon, Outreach, reporting)
• Health scoring infrastructure maintained independently of FDEs
• Handoff from FDEs complete — CS operates on a durable self-owned stack
• CS operates as a fully instrumented function — every AM has real-time visibility into their book's health, expansion, and risk
• Tickets-per-AM metric down 40%+ from baseline
• Escalation triggers are running automatically

Compensation

Total Target Compensation (OTE): $110,000–$135,000

• Base salary: $100,000–$120,000
• Variable compensation: $10,000–$15,000
• Equity
• Benefits: full medical/dental/vision, 401(k), unlimited PTO

Benefits

• 401k: 100% match up to 6%
• Living Stipend: living stipend if below Chambers street (18,000 Annually)
• Company Off-sites: Destination Airbnb company work retreats 2 times a year
• Insurance: Healthcare, dental, vision, etc.
• Unlimited PTO

Range reflects experience level and technical depth. Higher end of range for candidates with HubSpot admin certification, direct CS Ops experience at a scaling B2B SaaS, or financial services background.