Key skills
SaaSCRMLeadershipOKRsCustomer SuccessAccount Management
About this role
Role Overview
- Define, own, and report on the CS input metrics that underpin retention and expansion
- Own the Customer Success data layer within the CRM (ideally HubSpot)
- Own and continuously improve Fliplet’s CS methodology
- Ensure projects are correctly scoped, commercially viable, and delivered to a consistent standard
- Lead, coach, and performance-manage the CS team (Senior & Junior)
- Own CS goal-setting and OKRs
- Own CS capacity forecasting and planning
- Work closely with Account Management, Support, and Product & Engineering
Requirements
- Led Customer Success or CS Operations in a B2B SaaS environment
- Owned CS metrics, OKRs, and reporting
- Experience with service-day / consulting / professional services models
- Strong operational background: capacity planning, process design, reporting
- Proven people leadership and performance management experience
Benefits
- Health insurance
- Professional development opportunities