Customer Success Lead - Build & Scale Retention (Remote)

iSpeedToLead; Lisboa; Presencial; EUR 69 000 - 103 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote work

Flexible hours

Referral bonus USD 3,000

Resumo da oferta

iSpeedToLead is seeking the first dedicated Customer Success hire to own post-purchase relationships with buyers. You will onboard customers, drive retention, and build the CS function from the ground up.

The early workload is around 50 hours per week for 6–9 months while you design playbooks, health scoring, and reporting. You will collaborate with sales, support, product, and analytics to reduce churn and grow customer value.

Qualificações

• 2+ years in Customer Success, Account Management, or Retention in a high-volume, low-ACV environment such as a marketplace, self-serve SaaS, or transactional product with hundreds of accounts.
• Demonstrated ownership of a retention, churn, or repeat-purchase metric.
• Comfortable working with data: SQL basics or BI fluency (Amplitude, Metabase, Looker, BigQuery, or similar).
• Experience building a process from zero, such as an onboarding flow, a save playbook, or a 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.
• Minimum 4 hours daily overlap with US Eastern Time.

Responsabilidades

• Own onboarding of buyers end to end, from first purchase to first repeat purchase.
• Run onboarding calls and follow-ups, ensuring buyers know how to filter, buy, and work leads.
• Design and maintain the onboarding sequence (content, timing, channel).
• Manage a book of high-value accounts with regular check-ins and usage reviews.
• Build and maintain a health-score model to flag at-risk accounts.
• Run save conversations on at-risk accounts and document outcomes.
• Act as escalation point for complaints, refunds, and billing issues.
• Coordinate with support, sales, and engineering to resolve issues and follow through to resolution.
• Deliver a weekly retention report to product and leadership.
• Advocate for product changes to reduce churn.
• Build CS playbooks for onboarding, save, win-back, and escalation.
• Maintain accurate account records and interaction history.

Conhecimentos

Customer Success

Account Management

Retention metrics ownership

SQL / BI fluency

Process design from zero

English proficiency C1

US overlap 4h

AI tools in workflow

Ferramentas

Intercom

HubSpot

Descrição da oferta de emprego

iSpeedToLead is seeking the first dedicated Customer Success hire to own post-purchase relationships with buyers. You will onboard customers, drive retention, and build the CS function from the ground up.

The early workload is around 50 hours per week for 6–9 months while you design playbooks, health scoring, and reporting. You will collaborate with sales, support, product, and analytics to reduce churn and grow customer value.