Operations & Customer Success Role - SaaS

What will you do?

Own the client journey from onboarding to platform adoption while building the operational backbone that makes it all run.

1. Onboarding & Activation

- Design and own the end-to-end onboarding journey - from contract sign to first successful transaction

- Work with sales and product to ensure seamless client handoff & activation and fast time-to-value

2. Platform Adoption & Transaction Success

- Build and drive a structured client engagement cadence - proactive monitoring, timely interventions - keeping clients active and growing

- Identify adoption gaps and UX friction - feed them back to product with clarity

3. Process, Systems & Team Building

- Build and scale the CS and Ops function from scratch - including processes, tools, KPIs and team

- Establish a data-driven operating rhythm focused on client outcomes and efficiency.

WHAT WE'RE LOOKING FOR

- Experience: 5-8 years in customer success, operations, or client management - in fast-paced startups (preferably SaaS, fintech), or trade-adjacent businesses

- Demonstrated ability to build CS/ops processes and teams from the ground up

- Strong analytical orientation - define KPIs, track them religiously, and act on what the data tells you

- Excellent cross-functional collaborator - you work seamlessly with sales, product