Please note, this role will work directly with Founder (Based in US) and you will be working in PST (Pacific Time Zone)
As a key member of the Founder's Office, you will be responsible for ensuring 100% customer success through technical onboarding, data-driven insights, and process optimization. You will bridge the gap between Customer Success (CS), Engineering, and Product, acting as the operational anchor that translates high-level company strategy into execution—improving adoption, retention, and time-to-value (TTV).
Key Responsibilities
- Technical Implementation & Onboarding: Own the technical implementation for high-value customers, managing configurations, data migrations, integrations, and API setups to ensure seamless onboarding.
- CSOps & Process Building: Design and maintain scalable workflows across the customer journey—kickoff, adoption, risk mitigation, and renewals. Implement and manage CRM and CSM tools (e.g., Gainsight, HubSpot, Salesforce).
- Customer Health & Analytics: Develop Customer Health Score models using usage data, engagement metrics, and CSAT. Monitor weekly health, flag early-warning signals, and drive proactive, data-backed intervention strategies.
- Bridge to Engineering/Product: Act as the primary technical advocate for customers. Translate complex client needs and bugs into actionable product requirements, coordinating with engineering for resolution.
- Operational Excellence: Maintain data integrity across CRM and CS tools. Build reports and dashboards on adoption, risk, and renewal health to drive reporting cadences for leadership.
- Special Projects: Lead high-impact, short-term projects from the Founder's Office (e.g., streamlining support, launching new AI initiatives).
Required Qualifications & Skills
- Experience: 3-7 years in Customer Success Operations, Solutions Engineering, Technical Support, or Founder's Office in a B2B SaaS environment.
- Technical Proficiency: Strong understanding of API integrations, database management, and technical troubleshooting (e.g., SQL knowledge is often a plus).
- Analytical Mindset: Expert-level proficiency in Excel/Google Sheets, CRM systems (Salesforce/HubSpot), and data visualization tools.
- Process-Oriented: Proven ability to build structured playbooks, documentation, and operational processes from scratch (0-1).
- Ownership Mindset: Scrappy mentality—thrives in fast-paced, ambiguous environments where you fix whatever breaks.
- Communication: Exceptional ability to translate complex technical jargon into understandable, customer-facing solutions.
