Customer Relations Lead

Customer Relations Lead

AngelList is hiring a Customer Relations Team Lead to manage a team of Account Managers and Associates who support our core customers : venture fund managers (GPs). GPs rely on AngelList to run every operational aspect of their fund, from formation and fundraising to financial reporting and wind-down. This role is based in-office, in New York City. You'll be responsible for both people management and hands-on customer work. Your team owns a book of business and acts as the primary point of contact for hundreds of GPs across fund lifecycles. You'll also personally manage our most complex and strategic fund relationships. This is a role that blends customer obsession with operational rigor : you'll coach teams, manage incidents, and create clarity out of ambiguity. Previous venture experience isn't required, but you'll need to ramp up quickly and develop strong fluency in GP needs. You'll collaborate with internal experts across product, fund administration, legal, and tax, but your north star is customer impact. The Customer Relations team exists to ensure GPs get full value from our software and services, and your work will define what excellence looks like at scale. Note : This is not an investing role. You'll support GPs operationally, not in diligence, deal sourcing, or portfolio analysis.

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.

What We're Looking For :

AngelList has offices in two hub cities : San Francisco and New York City. This role will be based in the NYC office - this person will be expected to come into the office at least two to three times per week. We support our employees in their lives both inside and outside of work. AngelList is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.