Founding CS Leader — Enterprise Onboarding & Scale

Source-Multiplier; Austin (TX); Hybrid; USD 110,000 - 130,000; Full time

Job summary

Legible is seeking a Founding Customer Success Manager to own the customer journey and lay the foundation for CS at Legible. You will lead onboarding and implementation for large accounts, while building scalable CS processes, KPIs, and feedback loops with Product.

Initially hands-on with enterprise customers, you’ll later hire and mentor a CS team and report directly to the CEO. This role is pivotal to shaping Legible's CS organization from the ground up.

Qualifications

• 4+ years of Customer Success experience in B2B SaaS.
• Experience owning customer onboarding and implementation.
• Ability to become a true product expert and translate complexity for customers.
• Experience building processes and structures in fast-moving environments.

Responsibilities

• Lead onboarding and implementation for larger customers.
• Define time-to-value and reduce friction in the customer journey.
• Build CS infrastructure, SOPs, playbooks and KPIs.
• Develop product feedback loops between customers and the Product team.
• Help hire and develop the CS team as the business grows.
• Own the scalable CS motion across high-touch to PLG+ customers.
• Report to the CEO and build the CS function with increasing autonomy.

Skills

Customer Success

B2B SaaS

Startup experience

Onboarding expertise

Job description

Legible is seeking a Founding Customer Success Manager to own the customer journey and lay the foundation for CS at Legible. You will lead onboarding and implementation for large accounts, while building scalable CS processes, KPIs, and feedback loops with Product.

Initially hands-on with enterprise customers, you’ll later hire and mentor a CS team and report directly to the CEO. This role is pivotal to shaping Legible's CS organization from the ground up.