11 ene
Remotely Talents
Buenos Aires
Location: Remote (Latin America)
Team size: 34 direct reports
Type: Full-time
Our client is a fast-growing B2B SaaS platform helping service-based businesses get paid faster by automating accounts receivable workflows follow-ups and payments.
We’re hiring a Head of Customer Success & Support Operations to lead and scale our CS and Support teams.
You’ll own the entire customer journey:
Trial Onboarding Activation Ongoing Success Retention
This is a hands‑on leadership role with real ownership. You’ll build systems, processes and SOPs that allow customers to succeed and the team to operate independently without constant founder involvement.
What You’ll Own
Customer Onboarding & Adoption
- Own onboarding from trial signup through activation
- Define what successful onboarding means
- Ensure customers reach value quickly
- Improve trial‑to‑paid conversion and early adoption
Customer Support & Chat Operations
- Oversee live chat and support workflows
- Set standards for response time, tone and quality
- Turn repetitive issues into SOPs, help docs or automation
- Ensure issues are resolved and documented properly
Team Leadership
- Lead and manage a CS & Support team (34 people)
- Assign clear ownership and responsibilities
- Coach support and hold the team accountable
- Identify future hiring needs as the company scales
Systems SOPs & Process Building
- Build scalable SOPs for:
- Onboarding & trial follow‑ups
- Support & chat handling
- Escalations and handoffs
- Customer health checks
- Create repeatable processes that reduce dependency on individuals
- Enable fast ramp‑up for new hires
Retention & Customer Health
- Own retention and churn reduction initiatives
- Monitor customer health and usage trends
- Proactively identify at‑risk customers
- Partner with Product and Leadership to improve the customer experience
What Success Looks Like
- Customers are onboarded smoothly and consistently
- Support runs without founder involvement
- The CS team operates independently with clear SOPs
- Customers actively use the platform and stay long‑term
- Retention improves and churn reasons are clearly documented
- The customer experience is predictable and scalable
What Were Looking For
- 5 years in Customer Success Support or Account Management (SaaS)
- Experience leading or managing a team
- Strong ability to build SOPs and scalable processes
- Systems thinker who enjoys bringing structure to chaos
- Excellent written and spoken English
- Comfortable owning outcomes in a remote environment
- Experience working with US‑based teams and customers
Compensation & Benefits
- Competitive base salary
- Performance‑based bonus tied to onboarding and retention metrics
- Fully remote role
- Long‑term stability and growth opportunity
- High ownership and visibility within the company
Key Skills
- Succession Planning
- Growing Experience
- Expense Management
- Management Experience
- Rackspace
- Laboratory Management
- Senior Leadership
- Operations Management
- Relationship Management
- Leadership Experience
- negotiation
- Taxonomy
Employment Type: Full Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 4500 - 5500
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📌 Head of Customer Success & Support Operations (Buenos Aires)
🏢 Remotely Talents
📍 Buenos Aires
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