Key skills
SaaSCommunicationCollaborationCustomer Success
About this role
Role Overview
- Build structure & enforce standards
- Own onboarding processes, documentation quality, and success planning
- Ensure consistency in how accounts are managed across the team
- Oversee CS team execution
- Review calls and provide actionable feedback
- Hold CSMs accountable for preparation, follow-through, and solution quality
- Own strategic accounts
- Manage a small portfolio of high-impact customers
- Drive retention, define success metrics, and identify expansion opportunities
- Create operational visibility
- Track onboarding timelines, account health, and risk signals
- Surface insights on expansion and performance
- Drive cross-functional alignment
- Partner with Product & Engineering
- Identify patterns and ensure scalable, durable solutions
Requirements
- 4+ years in B2B SaaS Customer Success, TAM, or similar roles
- Experience owning retention and/or expansion metrics
- Strong operational mindset and ability to enforce standards
- Experience building workflows and scalable processes
- Exposure to integrations, APIs, or technically complex products
- Strong English communication skills
- Ability to balance flexibility with structured execution
- Nice to Have: Experience in staffing, workforce, or ATS platforms
- Background in scaling Customer Success in high-growth environments
Benefits
- Competitive compensation based on experience and location
- High ownership and direct impact on CS strategy
- Opportunity to build and scale the CS function from within
- Close collaboration with Product and Engineering
- Real influence on how systems, processes, and execution evolve