Remote SaaS Activation & Customer Success Lead

KaiCalls; Northern (KY); Hybrid; USD 80,000 - 110,000; Full time

Job summary

KaiCalls is seeking a seasoned SaaS implementation and onboarding professional to turn qualified customers into active, successful users. You will own kickoff through verified activation, manage number setup, routing, SMS readiness, and training, and you will test the same route and device the customer uses.

You will maintain checklists, guidance, escalation paths, and activation reporting, with a focus on turning recurring onboarding friction into clear product requirements.

Qualifications

• 3+ years in SaaS implementation, onboarding, customer success, or solutions delivery.
• Calm, precise customer communication and strong written follow-through.
• Comfort troubleshooting phone settings, web products, and multi-step workflows.
• Evidence of improving activation or retention.

Responsibilities

• Own kickoff through verified activation, including number setup, forwarding or routing, business hours, fallback behavior, SMS readiness, and training.
• Test the same route and device the customer uses; keep configuration evidence separate from real-call proof.
• Maintain implementation checklists, customer guidance, escalation paths, and activation reporting.
• Turn recurring onboarding friction into evidence-backed product requirements.

Skills

SaaS onboarding

Customer success

Troubleshooting

Clear communication

Education

N/A

Tools

CRM

Telephony

Job description

KaiCalls is seeking a seasoned SaaS implementation and onboarding professional to turn qualified customers into active, successful users. You will own kickoff through verified activation, manage number setup, routing, SMS readiness, and training, and you will test the same route and device the customer uses.

You will maintain checklists, guidance, escalation paths, and activation reporting, with a focus on turning recurring onboarding friction into clear product requirements.