Head of Customer Success

hace 7 horas

Buenos Aires, Argentina RemotelyTalents A tiempo completo

Location: Remote (Latin America) Team size: 3–4 direct reports Type: Full-time Our client is a fast-growing B2B SaaS platform helping service-based businesses get paid faster by automating accounts receivable workflows, follow-ups, and payments. We’re hiring a Head of Customer Success & Support Operations to lead and scale our CS and Support teams. You’ll own the entire customer journey: Trial → Onboarding → Activation → Ongoing Success → Retention This is a hands‑on leadership role with real ownership. You’ll build systems, processes, and SOPs that allow customers to succeed — and the team to operate independently without constant founder involvement. What You’ll Own Customer Onboarding & Adoption - Own onboarding from trial signup through activation - Define what “successful onboarding” means - Ensure customers reach value quickly - Improve trial‑to‑paid conversion and early adoption Customer Support & Chat Operations - Oversee live chat and support workflows - Set standards for response time, tone, and quality - Turn repetitive issues into SOPs, help docs, or automation - Ensure issues are resolved and documented properly Team Leadership - Lead and manage a CS & Support team (3–4 people) - Assign clear ownership and responsibilities - Coach, support, and hold the team accountable - Identify future hiring needs as the company scales Systems, SOPs & Process Building - Build scalable SOPs for: - Onboarding & trial follow‑ups - Support & chat handling - Escalations and handoffs - Customer health checks - Create repeatable processes that reduce dependency on individuals - Enable fast ramp‑up for new hires Retention & Customer Health - Own retention and churn reduction initiatives - Monitor customer health and usage trends - Proactively identify at‑risk customers - Partner with Product and Leadership to improve the customer experience What Success Looks Like - Customers are onboarded smoothly and consistently - Support runs without founder involvement - The CS team operates independently with clear SOPs - Customers actively use the platform and stay long‑term - Retention improves and churn reasons are clearly documented - The customer experience is predictable and scalable What We’re Looking For - 5+ years in Customer Success, Support, or Account Management (SaaS) - Experience leading or managing a team - Strong ability to build SOPs and scalable processes - Systems thinker who enjoys bringing structure to chaos - Excellent written and spoken English - Comfortable owning outcomes in a remote environment - Experience working with US‑based teams and customers Compensation & Benefits - Competitive base salary - Performance‑based bonus tied to onboarding and retention metrics - Fully remote role - Long‑term stability and growth opportunity - High ownership and visibility within the company #J-18808-Ljbffr

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