Customer Success Lead

Complex Solutions, High-Impact Sector

We’re on the lookout for a Customer Success Lead to help a fast-growing tech company establish and operationalize their customer success function. This is a pivotal role where you’ll be responsible for developing structured onboarding frameworks tailored to complex solutions, creating essential resources like onboarding guides and sandbox environments, and defining key metrics to track customer progress. You’ll work closely with Product, Engineering, and Sales to align customer success with overall business objectives and ensure a seamless customer journey.

Customer Onboarding & Implementation

As the primary point of contact during technical implementations, you’ll guide customers through key milestones, providing hands-on support to resolve integration challenges efficiently. Your focus will be on identifying friction points, optimizing processes, and ensuring a smooth transition from onboarding to active usage.

Technical Support & Optimization

In this role, you’ll also be tasked with developing proactive support models to minimize post-implementation issues. You’ll monitor key performance metrics such as asset uptime and issue resolution time, collaborating closely with Engineering to resolve technical challenges and ensure exceptional product performance.

Customer Engagement & Growth

Driving ongoing engagement is critical. You’ll run review processes to assess product adoption, provide actionable insights to maximize value, and identify risks and growth opportunities. By working closely with Sales, you’ll also play a key role in identifying potential upsell opportunities and expanding customer usage.

What They’re Looking For

We’re seeking someone with at least five years of experience in Customer Success, Implementation, or Technical Account Management within B2B SaaS or enterprise software. You should have a proven ability to build structured onboarding frameworks, develop self-service tools, and navigate technical integrations with ease. A data-driven mindset and a knack for optimizing key success metrics are essential, along with strong communication and problem-solving skills.

Why Join?

This is an opportunity to join a high-growth, impact-driven team in a role where you can truly shape the customer success function from the ground up. You’ll be part of a company that values precision, strategic thinking, and execution, offering a competitive salary, equity, and comprehensive benefits.