Customer Success/Ops Lead

About this role

We are looking for a Customer Success/Ops Lead with 2-4 years of experience to scale our Customer Success engine. You'll be a great fit if you are a systems thinker who can manage your own book of business while building the backend processes that allow our CS team to scale, ensuring our customers are so happy they never churn.

What will you be doing?

• Own customer retention and happiness for your own book of business.

• Travel onsite to visit customers, build deep relationships, and run in-person reviews.

• Build and refine playbooks for onboarding, renewals, and account reviews.

• Act as the voice of the customer, working directly with the product team to build features that solve real problems.

• Guide new customers through implementation and create SOPs to make future onboardings faster.

Key Requirements

• 2-4 years of experience in B2B SaaS, with a mix of Customer Success and Revenue/CS Operations.

• A systems thinker who knows how to build and leverage automation.

• Excellent communication skills with the ability to explain technical concepts simply.

• Willingness to travel occasionally to meet with customers.

• A proactive approach to solving problems before a customer brings them up.