IT-Manager/in
Core
Lead the Operations team (Onboarding, Customer Success, Support) to ensure customer productivity and resolve complex issues for SaaS/ERP clients.
Role type
Senior Team Lead Operations (Customer Success & Support)
Builds
Customer onboarding processes, support workflows, and operational excellence for SaaS/ERP clients
Domain
SaaS, ERP, B2B Software
Required skills
Team leadership, Customer Success management, Support team management, Process improvement, SLA definition, CSAT/NPS tracking, Capacity planning, Playbook development
Preferred skills
Notion, HubSpot, Financial accounting/ERP software knowledge
Technologies
Notion, HubSpot
Responsibilities
Lead the Onboarding, Customer Success, and Support teams; Ensure customer onboarding quality and time-to-value; Proactively ensure process quality; Develop and maintain the Onboarding Playbook and knowledge base; Act as first escalation point for complex support requests; Introduce and monitor SLAs and customer satisfaction metrics; Collaborate with COO on customer feedback and product improvements; Plan capacity and projects for the Operations team
Seniority
Senior, hands-on IC
