PhillyTech.Co

Compensation

Full Description

Company Description This is a fully remote position in the US or Canada. This job is currently active and is confidential - please reply to our team via email or LinkedIn for next steps. This position gives you the ability to get on the ground floor of an amazing seed-round SaaS company and grow within the organization. Our client is a fast-growing, $3M seed-funded SaaS startup revolutionizing how event professionals source and book venues. Their platform simplifies and accelerates event booking workflows for planners and venues. Already used by 150,000+ hotels, including major names like Marriott, Hilton, and Hyatt, they’re scaling rapidly across North America and Europe — with global expansion next. Now that product-market fit and early traction are established, they’re investing in people. This hands-on leadership role will let you design repeatable systems, optimize processes, and take full ownership of Customer Success to accelerate company growth. Benefits Health Coverage: 100% employee and 50% dependent coverage for vision, health, and dental Maternity Leave: Support for growing families. Future 401K Plan: Coming soon! Quarterly Meetups: Connect and collaborate in person with the team. Remote work budget and opportunities for leadership advancement. Company Culture Remote-first culture. High-ownership role with autonomy to shape systems from the ground up. Direct access to the founder and fast decision-making cycles. Clear product-market fit, strong user base, and rapid growth phase. No micromanagement — just big challenges and the trust to solve them. Job Description We’re hiring a Lead Client Success Manager — a hands-on, builder-first leader who will transform our client’s existing CS foundation into a repeatable engine for retention and expansion. You are a builder, self-starter, self-motivated, with initiative. That’s how you’re successful in this role. You don’t wait for people to tell you what to do — you tell them. This is a doer role: You’ll own onboarding and renewals (not day-to-day support), proactively build processes, and implement systems that prevent churn and unlock new revenue. This is not a director role: We’re looking for a Senior Manager-level person who rolls up their sleeves, implements solutions, and partners closely with leadership to shape pricing structures that drive renewals and expansion. You’ll report directly to the CEO and help define how Customer Success contributes to the company’s revenue motion. Responsibilities: Be a builder & doer: Proactively design, implement, and iterate scalable CS processes (onboarding playbooks, adoption programs, renewal playbooks). Don’t Wait For Direction — learn tools and implement improvements independently (example: learn something deeply and set it up without waiting for instruction). Own onboarding & renewals: Reimagine onboarding to shorten time-to-value and own the renewal strategy to reduce churn by at least 30% in your first year. This role is focused on proactive success — not reactive support queues. Drive revenue through retention & expansion: Partner with Sales and Finance to build price/renewal strategies and identify expansion opportunities. Define customer journeys & health metrics: Create clear journeys for customers, build health scores, adoption KPIs, and dashboards aligned to company OKRs. Voice of the Customer: Run strategic business reviews, capture and translate customer feedback into product and GTM priorities, and build a library of success stories and case studies. Collaborate cross-functionally: Work closely with Product, Sales, and Marketing to ensure customers see value and to influence roadmap priorities with customer data. Hire & scale: As the function grows, help recruit, train, and mentor the first CS hires; create onboarding & enablement materials for the team. Cadence & communication: Deliver consistent, presentation-ready updates to the CEO and leadership (weekly/biweekly cadence). Track and report results against agreed success metrics. Goals - What success looks like (12 months): Churn reduced by ≥ 30% through improved onboarding and renewals. A documented, repeatable CS playbook enabling predictable onboarding, renewal, and expansion cycles. Clear CS metrics/dashboarding tied to company OKRs and revenue impact. A library of customer success stories and references boosting sales and retention. A hiring and scaling plan is in place to build out a world-class CS team. Qualifications 4-8+ years in Customer Success, Account Management, or similar roles in a B2B SaaS environment. Proven track record of building or materially improving CS processes (onboarding, adoption, renewals). Demonstrated results reducing churn and increasing adoption (data-driven approach). Strong experience with CRMs and CS tooling preferably HubSpot. Excellent communicator — able to present confidently to customers and to executives. Ownership mindset — you see problems and implement solutions quickly. Hands-on, execution-oriented — this is a doer role that requires building and implementing, not just strategy. Experience influencing pricing or renewal strategy and tying CS metrics to revenue is a big bonus. Must be able to work in a fast-paced environment with the ability to prioritize, multitask, perform well under pressure, meet deadlines, and wear multiple hats. Excited to work in a startup environment; you have a track record of being adaptable to changing priorities in a fluid, high-growth environment. Additional Information About SaaS Talent SaaS Talent is more than just a recruiting company. We're your hiring, business development and growth partner with 20+ years of experience in SaaS and Hi-Tech that helps you scale and transform your business. We've worked with 100+ companies and helped them achieve their goals. From streamlining sales, marketing, and operations to hiring ideal talent and getting funding, if you're struggling to grow, we're an ideal choice. Reach out to us at www.saas-talent.com to learn more about how we can help you. SMS Communication Consent Disclaimer By applying for this position, you agree to receive text message updates from SaaS Talent related to job opportunities. Standard message and data rates may apply, and messaging frequency varies. Text HELP for help and STOP to cancel. Learn more about our opt-in SMS Communication consent policy here: https://www.saas-talent.com/opt-in-sms-communication-consent