Our client is an AI-native SaaS company transforming how B2B organisations execute marketing. Backed by strong customer momentum and operating with a highly entrepreneurial culture, they are building an autonomous platform that combines demand generation, content, SEO, CRO and marketing intelligence into a single operating layer.
Reporting directly into the leadership team, you will:
- Design and continuously improve customer onboarding, activation and retention frameworks.
- Build scalable lifecycle processes with clear milestones, health indicators and success metrics.
- Monitor customer health and proactively identify adoption or churn risks.
- Lead customer onboarding sessions and support critical escalations.
- Create reporting structures that provide visibility into retention performance.
- Diagnose process bottlenecks and implement operational improvements.
- Partner with Product, Engineering and Customer Success teams to solve recurring customer issues.
- Build automation, workflows and operational playbooks that enable scale.
- Own measurable outcomes across onboarding effectiveness, customer activation and retention.
The Successful Applicant
We Are Looking For Candidates Who Demonstrate
- 5-7 years of experience within B2B SaaS environments.
- Experience in Customer Success Operations, Customer Operations, Implementation or RevOps functions.
- Proven success building onboarding or retention processes from scratch.
- Strong customer-facing ability with onboarding and implementation ownership.