Head of Customer Journey Ownership

Werben HR; Remote; EUR 100.000 - 125.000; Vollzeit

Zusammenfassung

A leading B2B SaaS company is looking for a Head of Customer Success & Support Operations to manage customer onboarding and support workflows in a fully remote environment. The ideal candidate will develop scalable processes to enhance customer experiences, create standard operating procedures for consistent support delivery, and oversee a team of 3-4 reports. A strong background in customer success within SaaS is essential, alongside exemplary leadership abilities to drive team performance and improve customer satisfaction.

Qualifikationen

• Experience in customer success or related field with a focus on B2B SaaS.
• Strong leadership skills to manage a team effectively.
• Ability to develop scalable onboarding processes.

Aufgaben

• Develop scalable processes for effective onboarding.
• Create SOPs for consistent support delivery.
• Oversee live chat support operations.
• Drive seamless onboarding experiences for new customers.

Jobbeschreibung

Head of Customer Success & Support Operations - 25121601

RemotelyTalents

Location: Remote (Latin America)

Team size: 3–4 direct reports

Type: Full-time

Our client is a fast‑growing B2B SaaS platform that helps 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. The key responsibilities include:

• Develop scalable processes for effective onboarding from trial signup through activation.
• Create SOPs (Standard Operating Procedures) that enable consistent support delivery without founder involvement.
• Oversee live chat support operations, establishing high standards for response times, tone, and quality.
• Drive seamless onboarding experiences for new customers and improve trial‑to‑paid conversion rates.

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