Head of Customer Success & Support Ops - Remote

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

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.