Customer Success Architect — Remote, Flexible Hours

iSpeedToLead; Amsterdam; On-site; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Remote work flexibility

USD 3,000 referral bonus

Job summary

iSpeedToLead is seeking the first dedicated Customer Success hire to own post-purchase relationships with buyers. You will onboard customers, keep high-value accounts healthy, and reduce churn by building playbooks, health scoring, and reporting from scratch while shaping the function.

The workload will be heavy for the first 6–9 months as the team is built. Remote work with flexible hours, requires substantial US Eastern Time overlap.

Qualifications

• 2+ years in Customer Success, Account Management, or Retention in high-volume environment.
• Demonstrated ownership of a retention, churn, or repeat-purchase metric.
• Comfortable working with data: SQL basics or BI fluency.
• Experience building a process from zero, such as onboarding flow or health-score model.
• Written and spoken English at C1 level, customer-facing, at volume.
• Confident on the phone with US small-business customers.
• Practical use of AI tools in daily workflow with examples to show.
• Minimum of 4 hours of daily overlap with US Eastern Time.

Responsibilities

• Own onboarding of new buyers end to end and ensure first purchase to repeat purchase.
• Manage high-value accounts with regular check-ins and proactive outreach.
• Design and run health-score model and escalation playbooks.
• Handle buyer complaints, refunds, and billing issues with data-backed decisions.
• Collect churn and refund reasons; deliver weekly retention report to leadership.
• Build CS playbooks for onboarding, save, win-back, and escalation.
• Collaborate daily with sales, support, product, and analytics.

Skills

Data fluency (SQL/BI)

Ownership of retention metrics

Process design

English proficiency (C1)

Phone communication

AI tools usage

US overlap availability

Tools

Intercom

HubSpot

Job description

iSpeedToLead is seeking the first dedicated Customer Success hire to own post-purchase relationships with buyers. You will onboard customers, keep high-value accounts healthy, and reduce churn by building playbooks, health scoring, and reporting from scratch while shaping the function.

The workload will be heavy for the first 6–9 months as the team is built. Remote work with flexible hours, requires substantial US Eastern Time overlap.