Customer Success Programs Lead
Own customer health scoring, lifecycle automation, and scaled programs that drive adoption, retention, and expansion. Build AI-powered CS systems from the ground up at a high-growth SaaS company.
Customer Experience Lead
Leads day-to-day customer support operations, manages a small contractor team, improves AI-driven workflows and tooling, and turns feedback into product insights. Requires 3-5 years experience in customer support with process improvement and team mentoring skills.
Los Angeles, CAAustin, TXCustomer SuccessOnsite3+ YOE
About the role
Responsibilities
- Own customer support experience across written channels (email and/or messaging)
- Manage and coach a small team of contractors, setting clear expectations, trainings, and feedback
- Drive operational excellence: deploy and improve AI workflows, QA, create macros/templates, documentation
- Identify recurring customer issues and partner with Product, Engineering, and Operations to resolve root causes
- Help evolve support tooling (including AI automation) to improve speed, accuracy, and consistency
- Build scalable knowledge resources (internal SOPs and customer-facing help content)
- Track and report on support health: CSAT, volume, response times, resolution quality, customer reviews
- Own customer escalations and partner with Merchant Success and Product teams
Requirements
- 3-5 years of customer support / customer experience, including common support metrics ownership
- Strong written communication
- Understanding of common support metrics and how to influence them
- Comfort operating in ambiguity and building structure
- Track record of improving processes
- Ability to analyze trends and communicate insights to cross-functional partners
- Experience managing or mentoring others
- High attention to detail, strong judgment, bias toward action
Nice to Haves
- Experience supporting healthcare, payments, or compliance-adjacent products
- Experience collaborating on AI-enabled workflows or automation
- Experience with support platforms, macros/templates, analytics dashboards, and help centers
Compensation & Benefits
- Comp and equity in the top decile for Series A startups
- Comprehensive medical, dental, and vision insurance with employer sponsored HSA contributions
- 401(k)
- Unlimited PTO
- Coworking stipend
- L&D Stipend
- 2x/year company offsites and 2x/year team offsite
Skills
AI WorkflowsSupport MetricsZendeskIntercomAnalytics DashboardsMacros/TemplatesHelp CentersSOPsQa ProcessesCustomer Feedback Analysis
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