Job Summary

Startup Inno is seeking an experienced and results-driven SaaS Customer Success Lead to manage and grow our enterprise client portfolio in a fully remote environment. This role is critical in ensuring long-term customer satisfaction, retention, and expansion across key enterprise accounts.

As a Customer Success Lead, you will act as a strategic partner to our clients, helping them maximize the value of our SaaS platform while aligning our solutions with their business goals. You will lead high-level relationships, drive adoption, reduce churn, and identify opportunities for upselling and cross-selling. This position requires a strong mix of relationship management, product expertise, and commercial mindset.

Key Responsibilities

• Own and manage relationships with enterprise-level customers from onboarding through renewal.

• Serve as the main point of contact and trusted advisor for key stakeholders.

• Develop and execute customer success strategies to drive product adoption and business outcomes.

• Lead onboarding programs and ensure smooth implementation for new enterprise clients.

• Conduct regular business reviews (QBRs/MBRs) to track performance and ROI.

• Proactively identify risks, address concerns, and prevent churn.

• Collaborate with Sales, Product, and Support teams to align customer needs with internal solutions.

• Drive account growth through upsell, cross-sell, and contract renewals.

• Analyze customer data and usage metrics to improve engagement and satisfaction.

• Mentor and guide junior Customer Success Managers as the team scales.

Required Skills and Qualifications

• Strong experience in SaaS Customer Success, Account Management, or Client Services.

• Excellent communication and stakeholder management skills.

• Ability to manage complex enterprise relationships.

• Strong problem-solving and negotiation abilities.

• Experience working with CRM tools (Salesforce, HubSpot, Gainsight, or similar).

• Data-driven mindset with the ability to interpret analytics and KPIs.

• Strong presentation and business storytelling skills.

• Comfortable working in a fully remote, fast-paced startup environment.

Experience

• 5+ years of experience in Customer Success, Account Management, or similar roles.

• At least 2–3 years of experience managing enterprise or large B2B accounts.

• Proven track record in driving retention, renewals, and revenue growth.

• Prior experience in a SaaS or technology startup is highly preferred.

• Experience leading or mentoring teams is a strong advantage.

Working Hours

• Full-time, remote role.

• Flexible working hours with core overlap across global teams.

• Occasional meetings across different time zones depending on client needs.

Knowledge, Skills, and Abilities

• Deep understanding of SaaS business models and customer lifecycle management.

• Ability to translate technical features into business value.

• Strong commercial acumen and revenue ownership mindset.

• High emotional intelligence and customer empathy.

• Excellent organizational and time management skills.

• Ability to manage multiple enterprise accounts simultaneously.

• Proactive, self-motivated, and highly adaptable to change.

Benefits

• Competitive salary with performance-based incentives.

• 100% remote work opportunity.

• Career growth and leadership development.

• Learning and professional development budget.

• Work-life balance with flexible schedules.

• Exposure to global enterprise clients.

• Opportunity to build and lead a high-impact Customer Success function.

Why Join Startup Inno?

At Startup Inno, you will be part of a fast-growing, innovative SaaS company that values customer-centricity, ownership, and continuous learning. You will work closely with leadership, shape customer success strategy, and have a direct impact on business growth.

This is an ideal role for professionals who want to move into leadership, influence product direction, and build long-term enterprise relationships in a high-growth environment.

How to Apply

Interested candidates are invited to submit their updated resume along with a brief cover letter outlining their experience in SaaS Customer Success and enterprise account management.