Customer Success Lead, Buddywise

• Proven ability to drive retention, adoption, and upsell in enterprise SaaS environments
• Experience scaling CS processes, workflows, playbooks, and tools in fast-growing organizations
• Hands-on operator: comfortable running calls, troubleshooting, and working directly with customers while also driving strategic initiatives
• Strong analytical skills and ability to use data to influence decisions and continuously improve outcomes
• Strong project management and organizational skills - able to manage complex, multi-stakeholder deployments with structure, clarity, and follow-through
• Fast, iterative, and comfortable working with imperfect data or shifting goals
• Been a key Customer Success leader in a fast-growing enterprise SaaS organization
• Operated at a senior, lead, or manager level in a high-ownership team
• Built and scaled CS processes, playbooks, and teams from the ground up
• Experienced growing customer adoption from early pilots to full-scale enterprise rollout
• Seen a product grow from early ambiguity to scale clarity, and know how that journey feels
• Led multi-site customer deployments requiring strong project management
• Have a strong sense of ownership and accountability. You don’t wait to be told or clearly defined. You exemplify resourcefulness, and a bias for action
• You’re driven by curiosity about how things work, and how to make them better. While you’re an expert, you’re humble and open to feedback
• Are a clear communicator, both async and in-person. You thrive in bringing clarity from ambiguity
• You’re a great collaborator, working cross-functionally, with engineers, PMs, and customers

Desirable

• As our Customer Success Lead, you will own the end-to-end customer experience - from pre-sales and onboarding to upselling and expansions - combining hands-on execution with strategic thinking. You will work closely with Product, Engineering and Sales teams while directly engaging with enterprise customers across multiple geographies
• Develop and implement strategies to drive early value, adoption, engagement, retention, upsell and expansion across enterprise accounts
• Ensure seamless multi-site deployments and onboarding by driving operational excellence and coordination across internal teams, customers, and partners
• Build strong relationships with stakeholders at all levels, from site managers to senior EHS leaders, understanding their priorities and influencing adoption and growth
• Design scalable processes, workflows, and playbooks for onboarding, adoption, and ongoing customer success. Leverage tools, dashboards, and automation to support scale and efficiency
• Define key metrics to measure customer health, engagement, and expansion, and use them to proactively identify risks and opportunities
• Influence our product roadmap and customer success outcomes by clearly identifying customer needs, distinguishing what customers ask for versus what truly drives value and growth
• Lead, coach, and inspire the CS team, fostering a high-performing culture while collaborating closely with Product, Engineering and Sales