Job Summary

Startup Inno is seeking an experienced and strategic SaaS Customer Success Lead to manage and grow our enterprise client relationships. In this role, you will serve as the primary advocate for our enterprise customers, ensuring they achieve maximum value from our SaaS solutions. You will lead a team of customer success managers, drive adoption and engagement, and collaborate closely with sales, product, and support teams to deliver an exceptional customer experience. This is a high-impact position ideal for a customer-centric leader with a proven track record of driving retention, expansion, and customer satisfaction in the SaaS space.

Key Responsibilities

• Own the enterprise customer lifecycle, from onboarding and adoption to retention and expansion.

• Build and maintain strong executive-level relationships with enterprise clients.

• Develop and execute strategic account plans to ensure customer success and long-term retention.

• Lead a team of Customer Success Managers, providing mentorship, coaching, and performance management.

• Collaborate with Sales, Product, and Marketing teams to identify upsell, cross-sell, and expansion opportunities.

• Monitor key success metrics, track customer health scores, and proactively address risks or concerns.

• Act as the voice of the customer internally, providing feedback to influence product roadmap and enhancements.

• Deliver regular business reviews and strategic insights to enterprise clients, showcasing ROI and value realization.

Required Skills and Qualifications

• Proven experience in enterprise SaaS Customer Success or Account Management.

• Strong leadership skills with experience managing high-performing customer success teams.

• Exceptional communication, negotiation, and relationship-building skills.

• Strong analytical skills, with the ability to interpret data to drive customer success strategies.

• Experience using CRM and Customer Success platforms (e.g., Salesforce, Gainsight, HubSpot).

• Ability to manage multiple enterprise accounts simultaneously with a proactive, solution-oriented mindset.

Experience

• 5+ years in Customer Success or Account Management within a SaaS environment.

• Minimum of 2 years managing or leading a Customer Success team for enterprise clients.

• Demonstrated success in driving retention, expansion, and customer satisfaction at the enterprise level.

Working Hours

• Full-time, remote role with flexible working hours.

• Must accommodate key meetings across multiple time zones as needed for enterprise client engagement.

Knowledge, Skills, and Abilities

• In-depth understanding of SaaS business models and enterprise software adoption strategies.

• Ability to develop and implement scalable customer success programs.

• Strategic thinking with strong problem-solving and conflict-resolution skills.

• Exceptional presentation skills for executive-level interactions.

• High level of emotional intelligence and customer empathy.

Benefits

• Competitive salary and performance-based incentives.

• Fully remote work with flexible schedule options.

• Comprehensive health, dental, and vision insurance plans.

• Professional development opportunities and access to industry-leading resources.

• Paid time off and wellness programs.

• Collaborative, inclusive, and innovative company culture.

Why Join Startup Inno

At Startup Inno, we are redefining the enterprise SaaS landscape. You will join a forward-thinking team that values innovation, creativity, and customer-centric excellence. This role provides the opportunity to make a measurable impact on our clients success, lead a dynamic team, and contribute to the growth of a fast-paced, high-growth startup. If you are passionate about helping enterprise customers thrive and driving meaningful results, Startup Inno is the place for you.

How to Apply

Interested candidates are encouraged to submit their resume and a cover letter detailing relevant experience and accomplishments to us. Please include SaaS Customer Success Lead – Remote Enterprise Accounts in the subject line.