Job Description

Who is Recruiting from Scratch: Recruiting from Scratch is a specialized talent firm dedicated to helping companies build exceptional teams. We partner closely with our clients to deeply understand their needs, then connect them with top-tier candidates who are not only highly skilled but also the right fit for the company’s culture and vision. Our mission is simple: place the best people in the right roles to drive long-term success for both clients and candidates. https://www.recruitingfromscratch.com/

Title of Role: Customer Success & Operations Lead (B2B SaaS / AI)
Location: San Francisco, CA
Company Stage of Funding: Seed Stage (~$5M raised)
Office Type: Onsite (5 days/week)
Salary: $90,000 – $115,000 + Equity

Our client is an early-stage, venture-backed AI company transforming the insurance brokerage industry by automating complex, manual workflows. Their platform integrates deeply into customer systems to process large-scale data, eliminate inefficiencies, and drive better operational outcomes.

With strong early traction, rapid revenue growth, and backing from top-tier investors, the company is scaling quickly and building out its customer-facing and operational functions from the ground up.

What You Will Do

• Own customer relationships and drive retention across a portfolio of B2B clients
• Lead onboarding, implementation, and ongoing account management processes
• Build and refine scalable customer success playbooks (onboarding, renewals, QBRs)
• Develop and implement operational systems to improve CS efficiency and scalability
• Act as the voice of the customer, collaborating closely with product and engineering
• Analyze customer data and workflows to identify opportunities for automation and improvement
• Travel occasionally to meet customers and build strong, long-term relationships
• Support CRM management, pipeline tracking, and process optimization initiatives

Ideal Candidate Background

• 2–4 years of experience in B2B SaaS customer success, onboarding, or CS operations
• Experience working at early-stage startups (seed to Series A, ideally <25 employees)
• Proven ability to manage customer relationships and drive retention
• Strong operational mindset with experience building or improving processes
• Strong communication skills with ability to explain technical concepts clearly
• High agency and ability to work independently in fast-paced environments
• Strong analytical and problem-solving skills

Preferred

• Experience in insurtech, fintech, or vertical SaaS
• Experience working with enterprise or mid-market B2B customers
• Familiarity with CRM systems, customer success tools, and automation workflows
• Experience working cross-functionally with product and engineering teams
• Strong spreadsheet/data analysis skills
• Experience traveling for customer-facing engagements

Compensation and Benefits

• Competitive base salary: $90,000 – $115,000
• Equity: ~0.05% – 0.2%
• Full benefits (health, dental, vision, 401k)
• High ownership in a fast-growing startup environment
• Direct exposure to founders and leadership
• Opportunity to build and scale the CS function from scratch
• In-office collaboration in San Francisco

This is an ideal role for early-career operators who want to combine customer-facing work with operational ownership, building the foundation of a high-impact customer success function.