You will design the systems, create the playbooks, develop your people, own the metrics, and build the foundation that allows PeopleJoy to scale with consistency and excellence.
Renewal forecasting and execution — you own the calendar, the conversations, and the outcomes.
Expansion and upsell pipeline from existing accounts.
QBR cadence and renewal templates tied to client budget cycles.
Account Manager coaching, accountability, and commercial development.
Handoff protocols from sales to implementation to ongoing success.
Strategic direction and development of the Customer Support Lead.
CSAT performance, service quality standards, and continuous improvement.
Ticket resolution oversight and escalation thresholds.
Support-to-success handoff protocols — ensuring nothing falls between the cracks.
Frontline CSR performance visibility and accountability through the Support Lead.
Operations Analyst direction, prioritization, and output quality.
Process documentation — SOPs, playbooks, and workflows built from scratch.
KPI dashboard: NRR, churn risk, CSAT, ticket aging, adoption rates.
Cross-functional process inputs that give dev and product something real to build against.

5+ years in Customer Success, Revenue Operations, or Service Delivery
Proven process builder — SOPs, playbooks, and workflows created from zero
Experience managing teams and developing team leads
Comfortable owning hard renewal, retention, and CSAT metrics — not just activity
Operated in B2B SaaS, benefits, financial wellness, or adjacent categories
Experience in early-stage or founder-led environments where you built before you inherited
Strong communicator — you can run a difficult client conversation and a team coaching session in the same afternoon
Data-driven — you build dashboards, you don't just read them
Low ego, high ownership

Head of Customer Success and Operations

Key skills