Head of Client Success & Adoption - Hybrid (Austin)

Flo Recruit, Inc.; Austin (TX); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Healthcare benefits (vision & dental)

Generous PTO & sick leave

Parental leave

401(k)

Hybrid work environment

Company-provided technology

Job summary

Flo Recruit, Inc. is seeking a Manager of Client Success in Austin to lead the Customer Success Support and Client Success Manager teams. You will own onboarding, training, and the playbooks that scale the function, while personally handling select onboarding and key client relationships.

You will define metrics, improve tools, and coordinate with Sales, Product, Marketing, and Finance to drive adoption, activation, and expansion opportunities across Flo's product lines.

Qualifications

• 5+ years in customer success, implementation, or support at a B2B SaaS company.
• 2+ years managing people.
• Experience leading both a support function and an onboarding or implementation function.
• A track record of building something that didn't exist before: a playbook, a metric, a process, or a team.
• Comfort running onboardings and training sessions yourself, and credibility with clients and your team because of it.

Responsibilities

• Lead and develop the Customer Success Support and Client Success Manager teams.
• Set clear expectations, run regular 1:1s, and give direct, useful feedback.
• Hire for the team as it grows, and design roles and career paths.
• Plan coverage around seasonal recruiting calendars.
• Own onboarding, training, and support playbooks, and improve them based on launches.
• Define and track metrics that matter: time to go-live, product adoption, support times, client satisfaction.
• Improve tooling usage (Intercom, HubSpot, Jira, FullStory) and build reporting.
• Standardize handoffs from Sales to Client Success and to Account Management.
• Own adoption and activation across Flo's product lines for new and existing clients.
• Spot adoption risk early and act before it affects relationships.
• Surface expansion opportunities with Account Management.
• Stay hands-on with onboardings and training, especially for complex launches.
• Bring client feedback to Product and Engineering; work with Marketing and Finance on data.

Skills

Customer success

Onboarding

Team management

Analytical skills

Tools

Intercom

HubSpot

Jira

FullStory

Job description

Flo Recruit, Inc. is seeking a Manager of Client Success in Austin to lead the Customer Success Support and Client Success Manager teams. You will own onboarding, training, and the playbooks that scale the function, while personally handling select onboarding and key client relationships.

You will define metrics, improve tools, and coordinate with Sales, Product, Marketing, and Finance to drive adoption, activation, and expansion opportunities across Flo's product lines.