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Remote role, mid-level (3+ years) requirement, and broad customer-success skills make applicant competition high.
Core customer-success and people-management skills transfer well, though SaaS/trial experience preference raises domain specificity moderately.
Mandatory 3+ years managing customer-facing SaaS teams plus managerial and technical aptitude creates moderate screening rigor.
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Lead and develop the Trial Experience Team focused on driving customer engagement and success during trial periods.
Monitor and manage team KPIs, ensuring accountability and process improvements to enhance productivity and results.
Handle escalations for high-severity customer and team issues, providing technical guidance and fostering a results-driven team culture.
Bachelor’s Degree or equivalent experience in SaaS.
5+ years progressive leadership in customer-facing teams, preferably in SaaS or Product-Led Growth startup.
3+ years experience in staffing, performance management, coaching frontline employees and junior managers.
Strong technical aptitude with ability to use data/analytics tools for problem solving and managing team success.
Experienced people manager with a track record of mentoring and developing customer-facing teams in a fast-paced SaaS environment.
Skilled at collaborating across functions and influencing senior leadership and cross-functional teams.
Data-driven decision maker proficient in analytics tools and CRM systems, comfortable handling escalations and driving operational improvements.