The Role:

Were signing new SMB customers every week, and that number is about to multiply. Today, retention runs on manual effort. That doesnt scale past the next hundred customers. This role exists to replace that with a system. Youll own the retention process end to end: designing the lifecycle every SMB customer should move through from signed contract to renewal, monitoring whether every account is actually moving through it, and fixing whats broken when they arent. Youll partner closely with our Customer Success lead, who owns ongoing customer relationships, while you own the systems and the outcomes underneath them and youll be directly customer-facing for onboarding sessions and escalations, where hands-on ownership matters most.

What Youll Do:

Design the process:

- Define the ideal lifecycle every SMB customer moves through onboarding, activation, first value, ongoing engagement, renewal with clear stages, timelines, and exit criteria for each.

- Document it so its executable by anyone, not just you.

- Iterate on it as the motion matures and the data tells you whats actually working.

Monitor every account against it:

- Track where every customer sits in the lifecycle, every week whos on track, whos stalled, whos silent.

- Build the health signals that flag risk early: usage, engagement, results delivered, missed payments, support patterns.

- Own the recurring reporting that shows how retention is trending and why.

Fix whats broken:

- When accounts stall, diagnose the actual cause: data issue, configuration gap, wrong expectation, product bug, or a step in our own process that doesnt work.

- Fix what you can yourself configuration, workflows, templates, automations.

- Escalate the rest to product and engineering with clear, specific, reproducible write-ups.

- Turn every recurring problem into a permanent fix: a checklist, an alert, an automation, a changed step.

Own onboarding and escalations directly:

- Run onboarding sessions with new customers integrations connected, goals set, first campaigns live, expectations clear.

- Step in on escalations where a technical, hands-on owner is what the customer needs.

- Hand off cleanly to the relationship owner, with full context.

Who You Are:

- 4-8 years in customer onboarding, implementation, customer success operations, or customer/revenue operations at a B2B SaaS company ideally serving US or European customers.

- Detail-obsessed. You notice the missed integration, the unanswered email, the report that went out with last months numbers. Things dont slip past you.

- Hands-on. Comfortable in dashboards, spreadsheets, and analytics tools. You can read a report, spot the anomaly, and chase it down. Youd rather fix a broken workflow yourself than wait a week for someone else to.

- A builder of process. Youve created something from nothing an onboarding sequence, a health-score model, an escalation path, a QBR template and can describe exactly what changed because of it.

- Credible with customers. Clear, confident spoken and written English. You can run an onboarding call with a Head of Marketing at a US company, explain a technical outcome simply, and handle a frustrated customer without losing the relationship.