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Head of Customer Success

hace 3 semanas

Santiago del Estero, Argentina Remotely Talents 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 OwnCustomer 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