Sobre

• Location: Remote (Latin America)
• Team size: 3–4 direct reports
• Type: Full-time
• Our client is a fast-growing B2B SaaS platform helping service-based businesses get paid faster by automating accounts receivable workflows, follow-ups, and payments.
• We’re hiring a Head of Customer Success & Support Operations to lead and scale our CS and Support teams.

You’ll own the entire customer journey

• Trial → Onboarding → Activation → Ongoing Success → Retention
• This is a hands-on leadership role with real ownership. You’ll build systems, processes, and SOPs that allow customers to succeed — and the team to operate independently without constant founder involvement.
• What You’ll Own
• Customer Onboarding & Adoption
• Own onboarding from trial signup through activation
• Define what “successful onboarding” means
• Ensure customers reach value quickly
• Improve trial-to-paid conversion and early adoption
• Customer Support & Chat Operations
• Oversee live chat and support workflows
• Set standards for response time, tone, and quality
• Turn repetitive issues into SOPs, help docs, or automation
• Ensure issues are resolved and documented properly
• Team Leadership
• Lead and manage a CS & Support team (3–4 people)
• Assign clear ownership and responsibilities
• Coach, support, and hold the team accountable
• Identify future hiring needs as the company scales
• Systems, SOPs & Process Building

Build scalable SOPs for

• Onboarding & trial follow-ups
• Support & chat handling
• Escalations and handoffs
• Customer health checks
• Create repeatable processes that reduce dependency on individuals
• Enable fast ramp-up for new hires
• Retention & Customer Health
• Own retention and churn reduction initiatives
• Monitor customer health and usage trends
• Proactively identify at-risk customers
• Partner with Product and Leadership to improve the customer experience
• What Success Looks Like
• Customers are onboarded smoothly and consistently
• Support runs without founder involvement
• The CS team operates independently with clear SOPs
• Customers actively use the platform and stay long-term
• Retention improves and churn reasons are clearly documented
• The customer experience is predictable and scalable
• What We’re Looking For
• 5+ years in Customer Success, Support, or Account Management (SaaS)
• Experience leading or managing a team
• Strong ability to build SOPs and scalable processes
• Systems thinker who enjoys bringing structure to chaos
• Excellent written and spoken English
• Comfortable owning outcomes in a remote environment
• Experience working with US-based teams and customers
• Compensation & Benefits
• Competitive base salary
• Performance-based bonus tied to onboarding and retention metrics
• Fully remote role
• Long-term stability and growth opportunity
• High ownership and visibility within the company