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Customer Success/Ops Lead
Full time
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San Francisco, CA | Onsite
2 - 4 Years of Experience
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Who is Recruiting from Scratch:
Recruiting from Scratch is a specialized talent firm dedicated to helping companies build exceptional teams. We partner closely with our clients to deeply understand their needs, then connect them with top-tier candidates who are not only highly skilled but also the right fit for the company’s culture and vision. Our mission is simple: place the best people in the right roles to drive long-term success for both clients and candidates.
https://www.recruitingfromscratch.com/
Title of Role: Customer Success & Operations Lead (B2B SaaS / AI) Location: San Francisco, CA Company Stage of Funding: Seed Stage (~$5M raised) Office Type: Onsite (5 days/week) Salary: $90,000 – $115,000 + Equity
Company Description
Our client is an early-stage, venture-backed AI company transforming the insurance brokerage industry by automating complex, manual workflows. Their platform integrates deeply into customer systems to process large-scale data, eliminate inefficiencies, and drive better operational outcomes.
With strong early traction, rapid revenue growth, and backing from top-tier investors, the company is scaling quickly and building out its customer-facing and operational functions from the ground up.
What You Will Do
- Own customer relationships and drive retention across a portfolio of B2B clients
- Lead onboarding, implementation, and ongoing account management processes
- Build and refine scalable customer success playbooks (onboarding, renewals, QBRs)
- Develop and implement operational systems to improve CS efficiency and scalability
- Act as the voice of the customer, collaborating closely with product and engineering
- Analyze customer data and workflows to identify opportunities for automation and improvement
- Travel occasionally to meet customers and build strong, long-term relationships
- Support CRM management, pipeline tracking, and process optimization initiatives
Ideal Candidate Background
- 2–4 years of experience in B2B SaaS customer success, onboarding, or CS operations
- Experience working at early-stage startups (seed to Series A, ideally