Head of Customer Success and Operations
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Job Description
You will lead operational infrastructure and customer success at PeopleJoy, building systems and processes for high performance. Drive CSAT and revenue retention while developing your team.
Responsibilities:
- 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.
Requirements:
- 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
Benefits:
- Health insurance
- Paid time off
- Performance bonus tied to NRR, CSAT, and retention outcomes
- Equity participation available
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