Head of Customer Success & Support Operations - 25121601

Remotely Talents; A distancia; MXN 600,000 - 800,000; Jornada completa

Descripción de la vacante

A dynamic B2B SaaS firm is seeking a Head of Customer Success & Support Operations. In this remote role, you will lead the customer journey from onboarding to retention, managing a team of 3-4. You'll build effective systems and processes to ensure customer success and enhance autonomy within your team. The position requires 5+ years in customer success or support within a SaaS environment and strong leadership skills. A competitive salary along with performance bonuses tied to metrics is offered.

Servicios

Competitive base salary

Performance-based bonus

Long-term stability and growth opportunity

Formación

• 5+ years in Customer Success, Support, or Account Management (SaaS).
• Experience leading or managing a team.
• Strong ability to build SOPs and scalable processes.

Responsabilidades

• Own onboarding from trial signup through activation.
• Oversee live chat and support workflows.
• Lead and manage a CS & Support team (3–4 people).
• Build scalable SOPs for onboarding & trial follow-ups.
• Own retention and churn reduction initiatives.

Conocimientos

Team leadership

Customer onboarding

Process building

Experience with US-based teams

Excellent English communication

Descripción del empleo

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