This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Establish metrics for assessing customer health and set objectives for the team.

• Develop scalable processes for Customer Success.

• Oversee and guide the current Customer Success Manager.

• Strategize, recruit, and train a high-achieving Customer Success team.

• Collaborate with Sales, Support, and Product teams.

• Conduct customer calls, onboarding sessions, training, and manage escalations.

• Analyze retention, expansion, and adoption metrics to drive enhancements.

• Create and track a customer health scoring system.

• Develop playbooks, workflows, and automation systems.

• Establish and maintain a customer knowledge repository.

• Generate reports and dashboards to monitor customer health and trends.

⛳️ Requirements

• Over 7 years of experience in Customer Success, Account Management, or similar customer-facing positions within a B2B SaaS or tech company.

• Minimum of two years in a managerial role overseeing CSMs.

• Proven experience in hiring, training, and mentoring team members.

• Demonstrated ability to create scalable Customer Success systems, including health scoring, playbooks, or lifecycle automation.

• Experience in managing KPIs and driving significant improvements.

• Practical experience in building reports and dashboards.

• Strong data-driven decision-making skills.

• Capacity to accept feedback, manage multiple priorities, and adapt quickly.

• Excellent attention to detail.

• Familiarity with AI and experience in startups are advantageous.

🏝️ Benefits

• Equity

• Commission

• Benefits

• Opportunities for growth over time