Chief Customer Success & Scale Leader (Remote)

ServiceUp Inc.; Campbell (CA); Hybrid; USD 150,000 - 230,000; Full time

Benefits offered by this job

Remote-friendly setup with home office

Learning and development budget

Wellness stipend

Paid parental leave

Medical, dental, and vision coverage

Job summary

ServiceUp Inc. is mounting a Customer Success leadership role to own onboarding, activation, and ongoing value delivery for enterprise customers. You will drive adoption, retention, and growth while building a scalable CS function, team, and CRM operating system.

You will lead onboarding across accounts, measure value with usage data, and partner with Sales, Ops, and product to close gaps and reduce churn. This remote-friendly role offers equity, growth, and a mission to transform vehicle repair

Qualifications

• 7+ years in Customer Success at a B2B SaaS company.
• Experience in building a CS function from zero or near-zero, including health scoring, playbooks, segmentation, coverage models and CRM setup.
• Experience in a usage-based or transaction-based revenue model.
• Willingness to initially be a player-coach who personally owns onboarding and key accounts while building the team.
• Comfort with data: you can pull usage data, spot slipping accounts and walk a fleet manager through their own numbers.
• Hands-on use of AI tools to cut manual CS work and extend how many accounts each CSM can cover.
• Strong project management across multi-site implementations with many stakeholders.

Responsibilities

• Own onboarding from signed contract to steady-state usage, with clear milestones and targets for time to first RO and time to value.
• Run a structured Sales-to-CS handoff and coordinate launch work across data load, user setup, approval rules, shop coverage and integrations (fleet systems, telematics, ERP).
• Define what "adopted" means for each segment, find the gaps between contracted scope and actual usage, and close them with Operations and the shop network team.
• Run operational business reviews that show customers their value in their own numbers: cycle time, cost per repair, downtime and savings.
• Design and build the account health model, including scoring, leading indicators and the playbooks each risk level triggers, and run save plans for at-risk accounts.
• Lead the monthly cross-functional churn review and turn churn causes into a ranked list of product and operational fixes.
• Hire and lead a team of Customer Success Managers (CSMs), set the coverage model by segment, and build the CS operating system in our CRM.
• Report monthly to the CRO and leadership on retention, utilization, time to value and account health.

Job description

ServiceUp Inc. is mounting a Customer Success leadership role to own onboarding, activation, and ongoing value delivery for enterprise customers. You will drive adoption, retention, and growth while building a scalable CS function, team, and CRM operating system.

You will lead onboarding across accounts, measure value with usage data, and partner with Sales, Ops, and product to close gaps and reduce churn. This remote-friendly role offers equity, growth, and a mission to transform vehicle repair