Customer success lead

Company Overview

We've partnered with a dynamic and innovative startup focused on delivering exceptional customer experiences in the SaaS industry. As they continue to grow, they are looking to establish a strong Customer Success function to enhance client interactions and retention.

Role Overview

As the first Customer Success hire and functional leader, you will play a crucial role in building and shaping the company's Customer Success function from the ground up. Reporting to the co-founder, you will be responsible for implementing systematic approaches to onboarding, customer health monitoring, and engagement that scale with our growing customer base, with a focus on product-led growth (PLG).

Key Responsibilities

• Design and implement scalable onboarding processes to reduce time to value.
• Create comprehensive customer health scoring metrics.
• Establish and conduct regular customer interviews to gather feedback.
• Build data models to predict customer behavior, usage patterns, and potential churn.
• Develop effective text messaging strategies for customer communication and engagement.
• Implement and optimize customer success tools and automation.
• Create frameworks for tracking product adoption and feature utilization.
• Drive adoption of the company's new products.
• Reduce annual revenue churn through proactive customer success strategies.
• Collaborate with Product and Marketing teams to refine user journeys and self-service resources.
• Lay the foundation for future team expansion in Customer Success.
• Translate customer feedback into actionable insights for the business.

Requirements

• Proven experience designing onboarding and success systems for PLG SaaS products.
• Strong analytical background with experience creating customer health metrics.
• Self-starter with the ability to define processes and drive initiatives independently.
• Technical aptitude and familiarity with data tools (SQL, Excel, MongoDB).
• Track record of conducting effective customer interviews and translating insights into action.
• Experience implementing and optimizing customer success platforms and automation tools.
• Data-driven approach with the ability to create predictive models.
• Experience scaling customer success operations as the customer base grows.
• Project management skills to evaluate, onboard, and implement new tools.
• Excellent communication skills and the ability to present customer insights to leadership.

Ideal Candidates Will Also Have

• Experience working with 1,000+ customer accounts simultaneously.
• Background in implementing text messaging programs for customer engagement.
• Familiarity with messaging platforms and industry compliance regulations.
• Knowledge of data visualization tools and customer analytics platforms.
• Understanding of technical product onboarding best practices.
• Data-driven personality with proactive and confident problem-solving skills.
• Comfortable working in lean environments.

Title Variations

This role may be titled based on experience as Customer Success Lead, Head of Customer Success, Senior Customer Success Manager, or Director of Customer Success.