Customer Success Lead

We’re building the next generation of capital-markets infrastructure, starting with a modern, digital-native transfer agent designed for today’s public companies.

Vinyl Equity is transforming one of the most legacy-heavy and operationally critical parts of the capital markets by delivering the first API-driven, real-time infrastructure for public companies. Our platform replaces slow, manual processes with secure, automated workflows that help issuers operate faster, more efficiently, and with greater confidence.

We’re backed by leading investors including Index Ventures, Spark Capital, Infinity Ventures, and others who have funded many of the world’s most impactful financial-technology companies. Our team draws from deep experience at NYSE, Equiniti, Computershare, and AngelList, giving us a unique understanding of the industry’s pain points — and how to solve them.

We have a massive market, a well-defined customer, and strong momentum. With demand accelerating and new product lines on the horizon, there’s never been a better time to join.

We're looking for a Customer Success Lead to define and deliver what a world-class client experience looks like at Vinyl Equity. Reporting directly to the VP of Operations and partnering closely with our Director of Operations, you'll own the strategy and execution behind how our issuers experience Vinyl from onboarding through every recurring touchpoint across securities issuance/cancellation, proxy, and other transfer agent workflows.

This is a foundational hire. You'll bring deep customer success expertise from a regulated, operationally complex B2B environment including, but not limited to, fintech or legaltech, to a team rebuilding the category from the ground up. You'll have the agency to design the playbook rather than inherit one, and you'll work shoulder-to-shoulder with Engineering, Operations, and Sales to make sure every client interaction reflects the precision, speed, and care that issuers expect from a critical infrastructure partner.

This is a Chicago-based role at our West Loop headquarters, and candidates must be able to work in-office at least three days per week.

• 5+ years of customer success, account management, or client services experience in a regulated, operationally complex B2B environment — fintech, legaltech, transfer agency, capital markets, equity administration, or comparable.
• Track record managing senior client stakeholders at sophisticated B2B customers (CFOs, GCs, Corporate Secretaries, Equity Administrators, or equivalent executive-level professionals).
• Demonstrated ability to learn a complex regulatory and operational domain quickly, and to translate it into clear, executive-ready guidance for clients.
• Experience owning client onboarding, escalations, and recurring service moments end-to-end.
• Strong written and verbal communication skills with the polish expected by public-company stakeholders.
• Demonstrated experience designing process, SLAs, and documentation that scale.
• Comfort operating within a fast-paced, high-growth environment where processes evolve quickly.
• High agency and ownership — you'd rather build the playbook than be handed one.
• Must be based in Chicago and able to be in-office 3+ days per week.
• Bachelor's degree.