Head of Customer Success

2 semanas atrás

Brasília, Brasil Remotely Talents Tempo inteiro

Location: Remote (Latin America)Team size: 3–4 direct reportsType: 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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