United States
Unlimited PTO
12w maternity
12w paternity
Manage a portfolio of complex customer situations and lead a team of support staff across multiple SaaS products.
Serve as the senior escalation point for executive-level issues, drafting communications and coordinating cross-functional resolution.
Drive operational improvements through process design, knowledge management, and performance coaching.
Cordance accelerates growth of B2B SaaS companies through acquisition and tactical guidance. It is an experienced operator with a passion for software, partnering with founders to scale businesses.
Lead a team of Customer Experience Associates, providing guidance and coaching.
Partner with other Team Leads to maintain department KPIs for service levels and quality.
Establish customer-first culture and be a point of escalation for customer issues.
Rent the Runway is transforming how people dress by pioneering the world’s first Closet in the Cloud. Founded in 2009, RTR has disrupted the $2.4 trillion fashion industry and offers designer apparel and accessories. RTR has been named to CNBC’s “Disruptor 50” five times and has been placed on Fast Company’s Most Innovative Companies list multiple times.
Develop a business plan that anticipates future growth and tech shifts.
Implement tools to handle thousands of multi-channel tickets per week.
Lead the strategy for integrating AI-driven support tools.
Sana is a health plan solution built for small and midsize businesses, designed around its integrated primary care service, Sana Care, ensuring members can easily access high-quality, affordable care while employers and brokers can manage company benefits. They've been remote-first since day one, with a fully distributed team across the U.S and value curiosity, ownership, and speed, building in the open, together.
Lead and develop a high-performing Customer Success team through coaching and accountability.
Own customer outcomes at scale, driving retention, adoption, and growth across a large portfolio.
Drive performance through metrics, operating cadence, and cross-functional collaboration.
First Due provides end-to-end software solutions for fire and EMS agencies to improve safety and operations. The company fosters a culture of accountability and continuous improvement, with a fully remote team and a comprehensive benefits package.
Lead and develop a team of Operations Supervisors across frontline and escalation functions.
Own performance against key operational metrics including service levels, quality, and customer satisfaction.
Partner with WFM, Training, Product, and Engineering teams to improve operational performance and customer outcomes.
Honk is a technology-driven roadside assistance platform connecting enterprise customers with a nationwide network of independent service providers. We are a PE-backed, scaling fast remote-first company aggressively investing in automation and AI.
Manage, coach, and develop a team of Customer Success Managers responsible for post-sales customer relationships.
Drive adoption and utilization of Onit products and services across the target customer base.
Serve as an escalation point for customer risks, challenges, and complex engagements.
Onit is redefining the future of legal operations through the power of AI by streamlining enterprise legal management, matter management, spend management and contract lifecycle processes. They are a team of innovators using AI at the core to help legal departments become faster, smarter, and more strategic and are looking for bold thinkers and builders who are excited to shape the next chapter of legal tech.
Engage with customers through regular calls, business reviews, and daily needs to build long-term strategic partnerships.
Monitor adoption metrics, create success plans, and manage escalations to ensure customers utilize the full Axon platform.
Develop deep product knowledge and share industry best practices to help customers achieve operational goals.
Axon is a technology company focused on public safety, providing devices and cloud software to protect life. They aim to be a force for good with a fast-paced and meaningful work culture.
Lead, mentor, and motivate a team of Virtual Assistants to maximize productivity and performance.
Conduct regular performance reviews, coaching sessions, and provide actionable feedback.
Develop and implement training programs, SOPs, and performance improvement plans.
OurAssistants connects property management and service-based businesses with virtual professionals. They specialize in supporting accounting, operations, and back-office roles for U.S.-based clients while fostering a collaborative and growth-driven remote environment.
Lead the customer support org: hire, coach, and develop managers, frontline ICs, and support engineers while setting the technical bar.
Define and execute AI-first support strategy: design how AI tooling deflects, triages, and assists, with measurable quality improvement each quarter.
Own operations end-to-end: manage metrics, bug triage, staffing, knowledge layer, and act as senior escalation point for complex issues.
Triple Whale is an AI operating system for modern ecommerce that helps businesses see what's working, what's not, and what to do next, then takes action automatically. With over 60,000 brands like Pressed Juicery and True Classic using their platform, the company is driven by a customer-obsessed, fast-moving, and curious culture.
Lead and develop frontline agents through coaching and feedback.
Monitor performance against metrics, ensuring quality and accuracy.
Foster a culture of accountability and support within the team.
Owner is an AI-native system helping local business owners succeed, especially restaurants, by replacing multiple tools with one. With a team in the low hundreds, they consist of top talent from successful SMB software companies and are rapidly scaling to match customer growth.
Conduct regular one-on-ones and performance reviews to promote employee growth and high-impact performance.
Act as the primary escalation point for member issues and complex (fertility-related) financial and billing issues.
Use your continuous improvement mindset to define and iterate on processes to drive efficiency and accountability toward KPIs.
Maven is the world's largest virtual clinic for women and families with a mission to make healthcare work for all. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs.
Lead, coach, and develop a team of Customer Success Advisors and Technical Leads.
Drive customer adoption, value realization, renewal readiness, and overall account health.
Serve as the Customer Success product SME for aligned PerfectServe solutions.
PerfectServe provides clinical communication and physician scheduling solutions in the health IT space. They have 400+ employees, 30,000+ customers, and $100 million+ in annual revenue. They foster a collaborative team with decades of experience, striving to delight customers every day.
Lead, mentor, and develop a team of highly skilled Support Engineers, setting clear expectations and providing regular feedback.
Act as a key escalation point, leading responses to incidents and collaborating cross-functionally to improve customer support and reduce commercial risk.
Identify opportunities to improve the customer experience, build strong business cases, and influence stakeholders to drive positive change.
The Adaptavist Group combines teamwork, technology, and processes to help businesses improve. They deliver enterprise software, tailored solutions, and services across technology ecosystems like Atlassian and AWS, employing experts who make change happen from anywhere.
Lead, mentor, and coach a team of Customer Success Managers, ensuring they deliver exceptional customer experiences.
Monitor and analyze team performance metrics to drive consistent and scalable customer success outcomes.
Communicate effectively, present ideas, and build partnerships with contacts both inside and outside your immediate area of expertise.
Turnitin is a recognized innovator in global education, partnering with educators and institutions to develop learning integrity solutions. With over 16,000 academic institutions, publishers, and corporations using their services, Turnitin fosters a remote-first culture that prioritizes overall well-being.
Lead, coach, and develop a team of client specialists to drive performance and client satisfaction.
Champion excellent client experience and build loyalty through strategic resolutions.
Analyze data and present performance updates to leadership.
The company specializes in debt settlement services. The culture emphasizes professionalism, empowerment, and continuous improvement, with a team of client specialists.
Own the customer experience and handle customer tickets, escalations, billing questions, bug reports, and product education.
Scale support through AI and self-serve by spotting repetitive ticket categories and building human-in-the-loop workflows.
Develop the team by managing one full-time support IC plus contractors and VAs, setting role clarity, goals, and performance expectations.
Instrumentl is a profitable SaaS platform that helps nonprofits discover, track, and win grant funding. They are a hypergrowth, YC-backed company with over 5,500 customers and are committed to building something that matters.
Lead Customer Success Managers and oversee a portfolio of partnerships and scaled segments.
Build a unified 'Account Health' framework for every customer.
Professionalize CS operations to drive global retention through repeatable, data-driven playbooks.
Steer offers a suite of software tools for today's automotive repair shop, combining software tools needed to run a profitable shop into one platform. The company prides itself on innovation and approximately employs between 51-200 employees.
Own and evolve the operating model for Maven’s Client Support function.
Lead and develop a team of Client Support Associates.
Bring the operational perspective into Product and Engineering conversations.
Maven Clinic is the world's largest virtual clinic for women and families, aiming to make healthcare work for everyone. They provide clinical, emotional, and financial support through a digital platform, trusted by over 2,000 employers and health plans, and they have an award-winning culture.