Head of Customer Success and Operations

🕒 il y a 1 mois

🔔 Pennsylvania – Distant

🔔 Pennsylvania – Remote

💵 $120 000 - $150 000 / an

⏰ Temps Plein

🔴 Expert

🏆 Customer Success

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PeopleJoy

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2016

👥 RH Tech

☁️ SaaS

HR Tech • SaaS

PeopleJoy est une plateforme numérique de formation des employés et de bien-être financier qui aide les employeurs à offrir, administrer et optimiser le remboursement des prêts étudiants, l'assistance aux frais de scolarité, le conseil en Public Service Loan Forgiveness (PSLF) et les solutions de paiement associées. L'entreprise propose une plateforme d'administration des avantages basée sur SaaS et un service haut de gamme pour simplifier la conformité, améliorer l'utilisation des programmes fiscalement avantageux, réduire le fardeau administratif des ressources humaines et augmenter le recrutement, la rétention et l'engagement des employés.

Description

• You will design the systems, create the playbooks, develop your people, own the metrics, and build the foundation that allows PeopleJoy to scale with consistency and excellence. • Renewal forecasting and execution — you own the calendar, the conversations, and the outcomes. • Expansion and upsell pipeline from existing accounts. • QBR cadence and renewal templates tied to client budget cycles. • Account Manager coaching, accountability, and commercial development. • Handoff protocols from sales to implementation to ongoing success. • Strategic direction and development of the Customer Support Lead. • CSAT performance, service quality standards, and continuous improvement. • Ticket resolution oversight and escalation thresholds. • Support-to-success handoff protocols — ensuring nothing falls between the cracks. • Frontline CSR performance visibility and accountability through the Support Lead. • Operations Analyst direction, prioritization, and output quality. • Process documentation — SOPs, playbooks, and workflows built from scratch. • KPI dashboard: NRR, churn risk, CSAT, ticket aging, adoption rates. • Cross-functional process inputs that give dev and product something real to build against.

🎯 Exigences

• 5+ years in Customer Success, Revenue Operations, or Service Delivery • Proven process builder — SOPs, playbooks, and workflows created from zero • Experience managing teams and developing team leads • Comfortable owning hard renewal, retention, and CSAT metrics — not just activity • Operated in B2B SaaS, benefits, financial wellness, or adjacent categories • Experience in early-stage or founder-led environments where you built before you inherited • Strong communicator — you can run a difficult client conversation and a team coaching session in the same afternoon • Data-driven — you build dashboards, you don't just read them • Low ego, high ownership

🏖️ Avantages

• Health insurance • Paid time off • Performance bonus tied to NRR, CSAT, and retention outcomes • Equity participation available