Remote-First Customer Success Leader | Enterprise Growth

PredictAP, Inc.; Newton (MA); Remote; USD 150,000 - 230,000; Full time

Job summary

PredictAP is seeking a Customer Success leader to guide a growing team and refine processes that ensure successful product adoption, customer ROI, and long-term retention. You will own the customer experience post-sale and partner with senior leadership to scale a repeatable CS model across enterprise accounts.

You’ll personally engage with large customers, define differentiated engagement strategies, and build playbooks, dashboards and advocacy programs to drive renewal revenue and customer

Qualifications

• Led a CS team, built onboarding processes, playbooks, churn/risk assessment, activation and renewal ownership.
• Direct experience managing enterprise B2B SaaS relationships with multi-stakeholder accounts.
• Experience with CRE/real estate software (Yardi, MRI) is a plus.
• Strategic thinker with hands-on leadership.
• Excellent written and verbal communication; obsessed with customer delight.
• Experience in start-up and remote work preferred.
• Ability to drive cross-functional collaboration and executive engagement.

Responsibilities

• Lead CS team day-to-day and drive continuous improvement.
• Understand customers deeply; partner with sales; document ROI.
• Refine onboarding and activation processes to hit volumes and revenue.
• Own post-onboarding account management and renewal targets.
• Create customer advocates and develop case studies and references.
• Develop actionable playbooks for different customer types and setups.
• Engage with enterprise accounts and coach CSMs for multi-stakeholder success.

Skills

CS team leadership

Onboarding processes

Playbooks development

Churn/risk assessment

Activation & renewal goals

Enterprise B2B SaaS

Executive stakeholder management

Partnership management

Remote work experience

Start-up experience

Job description

PredictAP is seeking a Customer Success leader to guide a growing team and refine processes that ensure successful product adoption, customer ROI, and long-term retention. You will own the customer experience post-sale and partner with senior leadership to scale a repeatable CS model across enterprise accounts.

You’ll personally engage with large customers, define differentiated engagement strategies, and build playbooks, dashboards and advocacy programs to drive renewal revenue and customer