Builder - Customer Success Lead

BUILDER – CUSTOMER SUCCESS 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.