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