Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Manager responsible for customer onboarding and AI-driven implementation. Focusing on B2B SaaS solutions in cloud marketplaces for enhanced transaction workflows.
Responsibilities
- Own customer onboarding and implementation from kickoff through go-live
- Lead discovery, scoping, and configuration across cloud marketplaces and core RevOps systems
- Manage implementation timelines, stakeholders, and go-live readiness
- Design and deliver customer training that drives early adoption
- Translate complex workflows into clear, repeatable enablement assets
- Train and improve Suger’s AI agents using real customer workflows and patterns
- Partner with Product and Engineering to enhance AI-driven setup, support, and guidance
- Own post–go-live stabilization, usage monitoring, and optimization
- Identify risks, expansion opportunities, and scaling recommendations
- Collaborate cross-functionally with Support, Sales, and Partnerships to ensure customer success
Requirements
- 3 - 6+ years in Customer Success, Implementation, Solutions Engineering, or RevOps roles
- Experience owning complex B2B SaaS implementations end-to-end
- Background working with technical or operational products (integrations, billing, RevOps, CPQ)
- Strong project management and stakeholder coordination
- Ability to explain complex systems clearly and confidently
- Process-driven and highly organized
- Comfortable working with ambiguity and evolving systems
- Curious mindset with interest in AI-driven workflows and automation.
Benefits
- Monthly office stipends for lunch and commute-related benefits.
- Full healthcare benefits - extended health care, dental, vision, and life insurance.
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