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16 days ago
Requirements and responsibilities
About Our CultureOur culture is what makes PeopleJoy a great place to do meaningful work. We come from diverse backgrounds and experiences, but we're united by a shared drive to help others and improve lives.Put customers first and strive to exceed expectationsEmbrace change and adapt quicklyTake accountability for our work and our outcomesValue trust, respect, and follow-throughFocus on meaningful results, not just chasing numbersHere, you'll find purpose, ownership, and a team that values progress over perfection.Our Core ValuesDo Right by Others — Have people's backs. Be someone others can rely on.Improve Every Time — We don't do the same work the same way twice. We constantly streamline, simplify, and automate so each iteration is faster and better.Be All-In — and Be Honest — We act in the best interest of PeopleJoy's mission and long-term success. We show up fully, take responsibility, and raise our hands early if something feels out of alignment.Win Together — We prioritize team success over individual comfort, take feedback with humility, and step into whatever role helps the team win today.Grit — We commit to long-term goals with resilience and discipline, pushing through obstacles even when progress feels slow.About the OpportunityThis is not a manage-the-machine role. This is a build-the-machine role.PeopleJoy is at an inflection point. Our product works. Our clients stay. Our customer support team is strong and our members feel it — CSAT scores reflect a frontline that genuinely cares. As we scale, we are building the operational infrastructure that connects our support, account management, and client success functions into a unified, high-performing system — and this hire leads that build.As Head of Account Management and Customer Success, you will be the first person to own this function end-to-end. You are walking into a team with real capability and real heart — and the opportunity to build the operational system that takes them to the next level. You will design the systems, create the playbooks, develop your people, own the metrics, and build the foundation that allows PeopleJoy to scale with consistency and excellence.Job DetailsReports To: CEOManages: Account Manager; Operations Analyst; Customer Support Lead (4 CSRs)Location: Remote-flexible; must be available for Philadelphia whiteboard sessionsType: Full-TimeCompensation: $120,000 – $150,000 base salary commensurate with experience, plus performance bonus tied to NRR, CSAT, and retention outcomes. Equity participation available.What You OwnAccount Management & Revenue RetentionRenewal forecasting and execution — you own the calendar, the conversations, and the outcomesExpansion and upsell pipeline from existing accountsQBR cadence and renewal templates tied to client budget cyclesAccount Manager coaching, accountability, and commercial developmentHandoff protocols from sales to implementation to ongoing successCustomer Support & Frontline ExperienceStrategic direction and development of the Customer Support LeadCSAT performance, service quality standards, and continuous improvementTicket resolution oversight and escalation thresholdsSupport-to-success handoff protocols — ensuring nothing falls between the cracksFrontline CSR performance visibility and accountability through the Support LeadOperations & InfrastructureOperations Analyst direction, prioritization, and output qualityProcess documentation — SOPs, playbooks, and workflows built from scratchKPI dashboard: NRR, churn risk, CSAT, ticket aging, adoption ratesCross-functional process inputs that give dev and product something real to build againstWho You AreYou have done this before — not at a company that handed you a playbook, but at one where you wrote it. You are equally comfortable in a spreadsheet, a client call, and a coaching conversation with a struggling direct report. You know how to manage a manager — giving a capable team lead the direction and development they need to keep their team performing while you focus on the strategic picture. You do not wait to be told what to build. You assess, prioritize, and execute.5+ years in Customer Success, Revenue Operations, or Service DeliveryProven process builder — SOPs, playbooks, and workflows created from zeroExperience managing teams and developing team leadsComfortable owning hard renewal, retention, and CSAT metrics — not just activityOperated in B2B SaaS, benefits, financial wellness, or adjacent categoriesExperience in early-stage or founder-led environments where you built before you inheritedStrong communicator — you can run a difficult client conversation and a team coaching session in the same afternoonData-driven — you build dashboards, you don't just read themLow ego, high ownershipYou'll Thrive Here If You Are Someone WhoSees an absence of process as an invitation, not an obstacleDevelops people, not just manages their outputLeans into difficult client conversations rather than routing them upwardMeasures their own success by outcomes and metrics, not effort and activityHas operated in environments where they had to build before they could scaleWhat Success Looks Like at 12 MonthsNRR is trending up and you can tell us exactly whyCSAT is maintained or improved despite organizational growthYour Account Manager is closing renewals and identifying expansion opportunities independentlyYour Customer Support Lead is running a tight, high-performing frontline without escalating upward constantlyEvery client-facing process is documented, followed, and actively being improvedRenewal outcomes are fully owned by you — forecast, conversation, and closePeopleJoy's clients and members feel the difference — in response time, consistency, and care
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