Customer Relations Lead

About AngelList:

We exist to accelerate innovation by increasing the number of successful startups in the world. We want to give more people the opportunity to participate in the venture economy by building the financial infrastructure that makes it possible for more people to invest in world changing startups, and build tools for startups that help them run their operations so they can focus on building.

AngelList is the nexus of venture capital and the startup community. We support over $124B+ assets on our platform, and we’ve driven capital to over 12,000 startups, almost 282 of which are unicorns. 57% of top-tier U. S. VC deals involve investors on AngelList.

While our scale is large, our ambitions are even larger – we’re innovating on the financial infrastructure for venture investors and the startups they invest in. Come build with us.

About the Role:

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:

5+ years of client-facing account management experience, including 2+ years managing a team. Proven ability to develop and nurture talent to retain team members and create clear development pathways.

Operational fluency, ideally in fund administration, financial services, or a similarly complex domain. You understand how service delivery, metrics, and product systems intersect, and you can manage all three.

Commercial acumen, with exposure to contracting nuances including repricing and renewal support.

Proven ability to lead through ambiguity, prioritize ruthlessly, and take initiative to improve or build process.

Experience managing incidents, communicating with stakeholders, and driving cross-functional alignment.

Strong judgment and problem-solving skills; you see around corners and act proactively.

High standards for execution and a bias for action; you don’t just see what’s broken, you take ownership and resolve it.

Deep empathy for customers and a belief that support should be a strategic differentiator.

A strategic business mindset to balance competing priorities and navigate the pace of a fast-moving startup.

Highly Desired: familiarity with venture capital, fund operations, or LP/GP dynamics.

 

If you don’t tick every box above, we’d still encourage you to apply. We’re building a diverse team whose skills balance and complement one another.

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.

Benefits: We support our employees in their lives both inside and outside of work.