Customer Success Lead

Summary

Join Burq, a fast-growing company backed by leading venture capitalists, as their Customer Success Lead. You will play a critical role in ensuring customer success, from onboarding to ongoing relationship management. This hands-on position requires strong leadership, understanding of customer needs, and operational metrics expertise. You'll manage SMB and enterprise accounts, driving engagement and retention. The ideal candidate thrives in a fast-paced B2B SaaS environment and can handle both strategic and tactical responsibilities. Burq offers competitive benefits, including remote work options and comprehensive health insurance.

Requirements

• 5+ years of experience in a customer success or account management role, ideally within B2B SaaS companies
• Strong experience working with SMB and enterprise accounts
• Experience in API integrations, customer onboarding, and utilizing platforms like HubSpot for customer management
• Strong analytical skills with the ability to interpret data and drive decision-making
• Excellent communication skills and the ability to engage and build relationships with both customers and internal teams
• Deep understanding of retention metrics and how to use data to drive customer success
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities

Responsibilities

• Lead the onboarding process for new customers, including API integrations, dashboard setup, and ensuring the right delivery companies are activated based on their specific needs
• Collaborate with sales teams to duplicate deals in HubSpot and ensure proper transitions from sales to customer success
• Utilize data to identify at-risk customers and implement corrective actions
• Build and implement processes that ensure the effective delivery of customer success and a seamless onboarding experience

Benefits

• Competitive salary
• Option to work fully remotely or in-person
• Medical, dental and vision insurance
• Reimbursement for educational courses
• Generous Time Off