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 Jump Capital, 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 are hiring our first dedicated Customer Success Lead to define and deliver the issuer experience end-to-end at Vinyl Equity. This person will own the relationship with our issuer clients from onboarding through every corporate action, and will serve as an in-house transfer agent subject-matter expert the rest of the company turns to.

You will partner closely with the VP of Operations and serve as a peer to the Director of Operations — together, the three of you run the client-facing post-sales engine of the business. You will build the Customer Success function from the ground up: the playbooks, the metrics, the cadence, and ultimately the team.

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

• 5+ years of transfer agent, corporate trust, or equity services / stock administration experience — you understand the workflows, the regulators, and the operational realities of issuer servicing.
• Direct ownership of issuer or institutional client relationships, including holding the pen on hard conversations — missed SLAs, corporate actions under deadline, board-level escalations.
• Strong written and verbal communication skills; you can explain complex transfer agent mechanics simply to executives, lawyers, and operators alike.
• Demonstrated ability to build process from scratch — onboarding flows, account health frameworks, escalation paths, and documentation that scales.
• Comfort operating within a fast-paced, high-growth environment where processes evolve weekly and you are expected to lead the iteration.
• Discipline with CRM hygiene, follow-up, and detailed documentation.
• Ability to collaborate closely with Product, Engineering, and Operations to translate client friction into product priorities and process changes.
• Must be based in, or willing to re-locate to, Chicago and able to be in-office 3+ days per week.
• Bachelor’s degree.
• Represent Vinyl Equity with professionalism and industry fluency in every interaction.

• Prior experience leading a Customer Success, Account Management, or Relationship Management function.
• Experience in capital markets, equity management, or corporate governance.
• Familiarity with Intercom, Notion, Slack, and modern SaaS tooling.
• Experience at a high-growth startup or building a new function inside an established company.
• Exposure to SEC reporting touchpoints, DTC/FAST, DWAC, restricted-stock removal, dividends, and proxy operations

• You communicate with clarity — succinct, direct, and confident with senior audiences including CFOs, GCs, and Corporate Secretaries.
• You take pride in operational excellence — precise documentation, tight follow-ups, and well-structured client cadences.
• You’re curious, intellectually engaged, and eager to deepen your expertise in capital markets, equity operations, and compliance workflows.
• You’re motivated by fast growth and excited by the pace, autonomy, and opportunity that comes with an early-stage startup.
• You bring persistence and judgment, and you’re energized by hitting ambitious retention, NPS, and expansion goals.
• You thrive in environments where creativity and problem-solving are essential to success.
• You’re energized by the idea of helping introduce real innovation into an industry that has largely stood still for nearly three decades.
• You’re comfortable with (and thrive in) ambiguity. This role will be essential in defining how Vinyl serves its issuers, but will require agency to ensure that we take nothing for granted and leave no stones unturned. There is no concrete playbook for modern transfer agent customer success — we’re defining it.

• You prefer to leave product knowledge to others; our expectation is that our entire client-facing team will develop deep product and market fluency.
• You resist structured documentation or systems hygiene.
• You prefer slow-changing environments or rigid process definitions.
• You’re uncomfortable being the most-informed transfer agent expert in the room.
• You prefer to inherit a fully-formed Customer Success function rather than build one.

A few principles that guide how we operate at Vinyl Equity:

• We value high-agency ownership, first-principled thinking, thoughtful communication, and a bias toward action.
• We believe small, exceptionally talented teams outperform larger teams with average talent.
• We aim to demonstrate both product and industry expertise in every interaction with prospects and customers.
• Creativity, drive, innovation, and consistency win in otherwise stagnant industries.
• Act with high integrity without compromise.

• Competitive base salary
• Equity-based compensation
• Medical, dental & vision insurance
• 401k
• Flexible PTO
• Hybrid work schedule