Own team-level NRR/GRR, activation, time-to-value, and product adoption.
Lead both CSM and Onboarding teams across customer segments—from long-tail to VIP.
Ensure every customer follows a clearly defined, well-supported journey from contract to "Sauce is indispensable."
Create a culture where follow-through, collaboration, and steady execution build trust—internally and with customers.
Maintain, refine, and document onboarding and success playbooks so expectations are clear and consistent.
Personally manage a small portfolio of strategic, complex, or at-risk accounts to stay close to customer needs and team realities.
Work closely with Support to resolve issues quickly, spot patterns, and help translate learnings into product or process improvements.
Build AI-powered automations across the entire org—not just CS and Onboarding.
Maintain clean health scores, workflow tracking, and task management across the CS platform/CRM.
Define and track SLAs for onboarding, activation milestones, and ongoing engagement.
Partner with RevOps/Ops to maintain dashboards that give the team clarity and help guide day-to-day priorities.
Align with Sales on clean, predictable handoffs and standardized customer expectations.
Partner with Product to surface customer insights, support betas, and ensure feedback drives continuous improvement.
Foster open, positive communication across functions so teams move in sync.

6–8+ years in Customer Success and/or Onboarding within B2B SaaS, with 2–4 years leading teams.
A proven ability to improve retention, adoption, onboarding speed, or customer health.
Comfort operating at the detailed level—workflows, tickets, handoffs, timelines, and process mapping.
Excellent communication skills, with empathy for busy, often non-technical SMB customers.
A leadership style rooted in clarity, consistency, persistence, and positive problem-solving.
Experience working with restaurants or other local SMBs.
Experience overseeing both onboarding and post-go-live success under one team.
Familiarity with CS tools, playbooks, automation, and lightweight operational systems.

Head of Customer Success – Onboarding, B2SMB

Key skills