Customer Success Lead: Post-Sales Ops & Playbooks

Wishpond; Vancouver; Hybrid; MXN 1,376,000 - 2,063,000; Full time

Benefits offered by this job

Comprehensive training program

Competitive compensation

Global, diverse team

Job summary

SalesCloser.ai is seeking a Customer Support Manager to lead a growing team of Customer Success Managers, implement scalable processes, and drive strong customer outcomes. You will build onboarding, reviews, and renewal playbooks, own adoption, health, churn risk, and Net Retention, and partner with Sales and Product to align feedback and forecast expansion.

The role is remote with Pacific-friendly hours, requires 5+ years in SaaS leadership, and offers a comprehensive training program,

Qualifications

• 5+ years leading Customer Success, Account Management, or post-sales teams in SaaS.
• Proven ability to build structure, streamline processes, and elevate team performance.
• Strong organizational, analytical, and communication skills.
• Hands-on with health-scoring, CRM hygiene, and retention forecasting.
• Experience creating CS playbooks and automation workflows.
• Fluent in English; second language a plus.

Responsibilities

• Directly manage and coach a small team of CSMs with clear cadences.
• Develop onboarding, reviews, and renewal playbooks for smooth ops.
• Own adoption, health, churn prevention, and Net Retention rate metrics.
• Collaborate with Sales and Product to align feedback and forecasts.
• Foster a customer-first culture and scalable processes.
• Refine processes to support a growing customer base.
• Actively reduce churn and improve customer outcomes.
• Support renewal motions by reinforcing value and alignment.
• Track KPIs and share insights to improve product and experience.
• Other duties as assigned.

Skills

Leadership

Organizational skills

Analytical thinking

CS tooling

CRM data hygiene

Retention forecasting

Communication

Multitasking

Tools

CS tooling platforms

Job description

SalesCloser.ai is seeking a Customer Support Manager to lead a growing team of Customer Success Managers, implement scalable processes, and drive strong customer outcomes. You will build onboarding, reviews, and renewal playbooks, own adoption, health, churn risk, and Net Retention, and partner with Sales and Product to align feedback and forecast expansion.

The role is remote with Pacific-friendly hours, requires 5+ years in SaaS leadership, and offers a comprehensive training program,