BUILDER – CUSTOMER SUCCESS (OPS LEAD)
LOCATION: On-site, SF / Santa Clara (minimum of 2 days in Santa Clara until SF office opens in Q3, then may need to travel 1 day per week to Santa Clara or on as needed basis)
WHO YOU ARE:
Customer-Centric Operator: Deeply understand customer success processes, including onboarding, implementation, support, and account management. Passionate about delivering seamless customer experiences.
Operational Excellence: Proven experience in designing, managing, and scaling operational processes within customer success, support, or post-sale functions, blending strategic oversight with hands-on execution.
Analytical and Data-Driven: Skilled at analyzing customer metrics, adoption rates, retention trends, and satisfaction data to drive impactful operational decisions and continuous improvement.
Structured and Strategic Thinker: Expert at creating clear, scalable operational processes and workflows that enhance efficiency, reduce friction, and improve customer outcomes.
Effective Communicator: Exceptional at facilitating communication across customer success, support, implementation, and cross-functional teams to ensure alignment on strategy, execution, and customer outcomes.
Adaptive and Proactive: Thrive in dynamic environments, proactively addressing challenges, optimizing processes, and ensuring high-quality service delivery.
WHAT YOU WILL DO:
Lead Customer Success Operations: Own the strategy, execution, and continuous improvement of all post-sale operations, including onboarding, implementation, customer support, and account management processes.
Optimize Customer Onboarding and Implementation: Develop and refine onboarding processes, training materials, and implementation workflows to ensure rapid customer time-to-value and seamless integration.
Drive Customer Support Excellence: Establish and manage efficient support protocols, escalation paths, and service-level agreements (SLAs) to deliver high-quality, responsive customer support.
Build and Manage Account Processes: Create structured workflows for account planning, growth initiatives, renewal management, and customer health tracking, ensuring proactive engagement and retention.
Measure, Report, and Improve: Define and monitor key success metrics around customer satisfaction, adoption, onboarding time, support efficiency, and retention. Continuously leverage insights to iterate and enhance operational effectiveness.
Collaborate Cross-Functionally: Work closely with Product, Engineering, Sales, Marketing, and other stakeholders to align operations strategy, drive coordinated initiatives, and ensure seamless customer experiences.
WHAT WE’RE LOOKING FOR:
7 to 10 years of experience in investment banking / consulting, customer success operations, business operations, support operations, or related post-sale strategy and operations roles.
Proficient in Excel, BI Tools and SQL.
Demonstrated expertise in managing customer success, implementation, onboarding, and support functions, ideally within B2B SaaS or AI-driven startups.
Proven track record in creating, optimizing, and scaling operational processes to enhance customer experiences and drive business outcomes.
Strong analytical capabilities with experience defining, tracking, and improving customer success metrics and KPIs.
Exceptional communication and stakeholder management skills, adept at collaborating with cross-functional teams and influencing strategic decisions.
Experience utilizing customer success tools (e.g., Gainsight, Totango, Zendesk, Intercom, Salesforce) and familiarity with CRM and support platforms.
ABOUT REEVO:
Reevo is a rapidly growing startup transforming AI-driven sales and revenue operations. Our mission is to simplify and streamline complex sales processes for SMBs and mid-market companies, enabling efficient scaling through intelligent, integrated platforms.
Today's sales tech stacks are costly, fragmented, and hinder productivity—forcing sales teams into cumbersome workflows and leaving decision-makers with poor visibility. Reevo addresses these critical challenges by providing a unified, AI-native platform designed to streamline all sales activities, deliver context-rich insights, and empower strategic decision-making. Our vision is to deliver 'revenue in a box,' helping sales teams focus on selling effectively, rather than managing disparate systems.
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