Remote Customer Success Lead - AI-Driven SaaS

AllWage; United States; Remote; USD 100,000 - 150,000; Full time

Job summary

AllWage, a remote-first payroll software company serving 400+ businesses, is hiring a Customer Success professional in the United States. You’ll join as the second dedicated CS hire alongside the Head of Customer Success to shape how we retain and delight customers at scale.

This hands-on role evolves into leading a CS team over time. You’ll apply AI-driven approaches, automate where possible, and work with a strong, open team across the company to support customers from day one.

Qualifications

• 4+ years in customer success, account management, implementation or onboarding.
• Demonstrated, hands-on experience using AI tools to drive operational efficiency, automate workflows, or solve business problems.
• Experience shaping how customer success is run. Segmenting a customer base, prioritising accounts by value and risk, and deciding where the team’s time goes.
• Experience mentoring others or leading projects, or a clear appetite to.
• Ability to understand and speak Afrikaans in a business context preferred.

Responsibilities

• Portfolio Strategy: Help decide how we segment customers and build portfolios, which customers to focus on, and what level of attention each one gets.
• Onboarding to Value: Work with new customers from signup to a working daily habit, keeping every onboarding process moving and unblocking those that stall.
• Account Health: Track health signals such as usage, open issues and time since last contact, and step in early, before an account becomes a risk.
• Retention Conversations: Talk with customers who are thinking of leaving, understand the real reason, offer a save where it makes sense and record what you learn.
• Tooling, Playbooks and AI: Decide how we set up tooling, playbooks and processes for customer success so the whole team can pick up and work with any customer.
• Training and Knowledge Sharing: Run check-ins, Q&As and training so customers adopt what they pay for, and turn recurring questions into guides and best practices.
• Voice of the Customer: Pass clear patterns (repeat setup problems, common cancellation reasons) to Product, Sales and Support, and help turn them into changes.

Skills

Customer success

Account management

AI tools

Mentoring

Afrikaans

Job description

AllWage, a remote-first payroll software company serving 400+ businesses, is hiring a Customer Success professional in the United States. You’ll join as the second dedicated CS hire alongside the Head of Customer Success to shape how we retain and delight customers at scale.

This hands-on role evolves into leading a CS team over time. You’ll apply AI-driven approaches, automate where possible, and work with a strong, open team across the company to support customers from day one.