Director of Support and Customer Success

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November 10

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saas.group

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SaaS • Enterprise • B2B

saas. group is a company that acquires SaaS companies with a focus on bootstrapped businesses. They utilize a founder-friendly approach to enhance products and scale teams, ensuring that the company's original identity is preserved. saas. group offers a supportive exit strategy for founders, prioritizing the legacy and growth of the companies they acquire. They are committed to a streamlined acquisition process with minimal legal back and forth, focusing on product-led growth, community support, and empowering founders with financial freedom. The company specializes in small to mid-sized SaaS companies with recurring revenue models, aiming to elevate these businesses to become market leaders.

51 - 200 employees

☁️ SaaS

🏢 Enterprise

🤝 B2B

📋 Description

• Lead customer support strategy and day-to-day service delivery across all customer segments, defining SLAs, escalation paths, and customer workflows that ensure exceptional experience at scale • Collaborate closely with Product and Engineering teams on bug triage and resolution, using customer insights to inform product roadmap decisions and help content development • Scale support operations through intelligent automation, systems integration, and quality assurance programs while maintaining personal touch for enterprise customers • Develop and implement comprehensive customer onboarding programs for product-led growth customers, creating seamless experiences that drive adoption and reduce time-to-value • Design and execute proactive retention strategies including "Save the Account" playbooks, reactivation campaigns, and lifecycle engagement programs to improve customer health scores • Drive net revenue retention improvement across all customer segments, particularly focusing on self-service customers through expansion enablement and upsell identification • Enhance customer health scoring systems and early warning indicators that enable proactive intervention and prevent churn before it occurs • Manage and develop support managers and individual contributors, creating scalable training programs and fostering a customer-obsessed culture with strong accountability • Oversee customer success metrics and reporting infrastructure, tracking CSAT, support NPS, response times, resolution rates, and customer health indicators • Partner with the Growth Team on conversion optimization strategies, using customer feedback and usage patterns to enhance product-led growth initiatives • Curate knowledge management systems and self-service capabilities that reduce support ticket volume while improving customer satisfaction and agent productivity • Lead cross-functional initiatives to improve customer experience across the entire customer journey from onboarding through expansion and renewal

🎯 Requirements

• Bachelor's degree in business, communications, technology, or related field; advanced degree preferred • 7+ years of experience, with at least 3 years in leadership roles in customer success, support operations, or similar customer-facing roles in high-growth SaaS companies • Experience managing both high-touch enterprise customers and self-service product-led growth customer segments with measurable retention improvements • Strong background building and developing customer-facing teams, including support managers and individual contributors across multiple time zones • Experience managing remote and distributed customer-facing teams with focus on scalable processes and cultural development • Demonstrated experience implementing customer success platforms, support tools, CRM systems, and automation technologies in SaaS environments • Deep understanding of B2B SaaS customer lifecycle, health metrics, and customer success metrics and ability to translate data insights into actionable retention and expansion strategies • Excellent communication and collaboration skills with proven ability to work effectively across Product, Engineering, Sales, and Growth teams • Familiarity with technical SEO, web development, or digital marketing tools preferred but not required.

🏖️ Benefits

• Ultimate flexibility: We’re 100% remote. You can work from wherever you like, whenever you like. • Freedom and autonomy: We’re a high-trust team, and you’ll be given lots of independence to solve problems in your own way — with plenty of help from the team when you need it. • Minimum bureaucracy: We don’t like to get bogged down with meetings and red tape. We like to be efficient and keep momentum steady & sustainable. • Small & friendly team: We help each other out, have fun, and joke around. • Our network: We are a community of entrepreneurial SaaS professionals that regularly exchange ideas, knowledge, learning and expertise with each other internally. • Flexible paid time off: We want you to recharge your batteries when needed. • Learning Budget: We want you to grow your skills so we provide you with a generous budget to use for classes, conferences, books and other learning resources.