This is a remote position.

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  Lead the end-to-end customer onboarding process for SaaSify customers, ensuring smooth adoption and implementation.
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  Oversee day-to-day onboarding operations and ensure alignment with company standards and SLAs.
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  Assign onboarding tasks and responsibilities to team members based on their expertise and client requirements.
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  Manage and monitor handover calls and onboarding checkpoints to ensure seamless customer experience.
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  Identify and implement process improvements to enhance overall onboarding efficiency and client satisfaction.

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  Lead the SaaSify Customer Success team to ensure exceptional client experiences and retention.
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  Oversee the end-to-end customer lifecycle, from onboarding to adoption, ensuring alignment with SLAs and business goals.
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  Define and implement customer success strategies, processes, and metrics to drive client satisfaction, product adoption, and renewal rates.
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  Collaborate with cross-functional teams (engineering, product, support) to address customer pain points and improve overall experience.

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  Act as a senior escalation point for complex customer issues and ensure appropriate resolution.
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  Maintain proactive communication with customers, providing regular updates, insights, and guidance.
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  Drive high-value customer initiatives, including onboarding, adoption, and expansion opportunities.
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  Maintain accurate records, reports, and dashboards to track customer health, engagement, and success metrics.

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  Partner with Product, Engineering, and Support teams to provide feedback for feature enhancements and product improvements.
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  Monitor and improve customer success workflows, knowledge base, and support documentation.
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  Identify opportunities to automate, streamline, and optimize customer success processes.

Requirements

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  3-6 years of experience in Customer Success, Technical Support, or a related SaaS role.
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  Strong proficiency in CRM tools (Salesforce, HubSpot, Zendesk) and SaaS platforms.
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  Experience managing customer success or support teams is highly desirable.
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  Excellent communication, interpersonal, and leadership skills.
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  Strong analytical, problem-solving, and process improvement capabilities.
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  Ability to work in US shifts, including nights and weekends as needed.
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  Cloud certification (Azure or AWS) preferred.

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  Experience in B2B SaaS, customer success, or technical support leadership.
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  Familiarity with customer success metrics, churn reduction, and retention strategies.
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  Exposure to SQL, data analytics, or automation tools is a plus.