- Architect the Customer Journey: Design and implement the full CSX framework - onboarding, activation, retention, expansion.
- Set Up Health Scoring: Build CloudHire's customer health system inside HubSpot - metrics, triggers, dashboards, and alert systems.
- Own HubSpot CX Architecture: Configure playbooks, sequences, and visual cues (color-coded health states, renewal dashboards, etc.
- 0- 1 System Design: Create playbooks, define SLAs, and introduce automation where possible.
- Drive User Adoption: Translate customer behavior into engagement strategies and experiments.
- Collaborate Cross-Functionally: Work with Sales, Product, and Tech to close the feedback loop and shape roadmap priorities.
- Report to Leadership: Own retention and NRR metrics, and present insights directly to the CEO.
Who You Are:
- Experienced in HubSpot or Salesforce CS frameworks (HubSpot preferred).
- Understand customer health modeling, churn prediction, and engagement triggers.
-Have 0- 1 build experience - ideally joined an early-stage SaaS or tech company pre-scale.
- Has seen scale.
- Think in systems, color codes, and flows, not just in meetings and reports.
- Exceptional communicator - you can explain data science in plain English.
- Strategic, structured, and deeply customer-empathetic.
- Experience in both B2C and B2B verticals
- Experience in Recruitment or HR
- 8-12 years of total experience, with at least 3-5 years in Customer Success Leadership (preferably in SaaS or HRTech/Recruitment Tech environments)
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