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Sauce · 3 weeks ago

Head of Customer Success & Onboarding (B2SMB)

Brooklyn, NY

Full-time

Hybrid

Director/Executive

6+ years exp

Sauce is a restaurant technology platform helping local businesses grow through commission-free delivery and pickup. They are seeking a Head of Customer Success & Onboarding to strengthen, scale, and streamline these functions, ensuring customers feel supported and building systems that enhance the customer journey.

Artificial Intelligence (AI)CRMFood and BeverageMachine LearningMessagingNatural Language ProcessingRetail TechnologySaaS

Responsibilities

Own team-level NRR/GRR, activation, time-to-value, and product adoption

Lead both CSM and Onboarding teams across customer segments—from long-tail to VIP

Ensure every customer follows a clearly defined, well-supported journey from contract to “Sauce is indispensable.”

Create a culture where follow-through, collaboration, and steady execution build trust—internally and with customers

Maintain, refine, and document onboarding and success playbooks so expectations are clear and consistent

Personally manage a small portfolio of strategic, complex, or at-risk accounts to stay close to customer needs and team realities

Work closely with Support to resolve issues quickly, spot patterns, and help translate learnings into product or process improvements

Model persistence, positivity, and outcome-oriented problem-solving for the team

Maintain clean health scores, workflow tracking, and task management across the CS platform/CRM

Define and track SLAs for onboarding, activation milestones, and ongoing engagement

Partner with RevOps/Ops to maintain dashboards that give the team clarity and help guide day-to-day priorities

Use data to identify bottlenecks and opportunities—testing improvements and iterating thoughtfully

Align with Sales on clean, predictable handoffs and standardized customer expectations

Partner with Product to surface customer insights, support betas, and ensure feedback drives continuous improvement

Work with Marketing to generate testimonials, case studies, and referrals from successful customers

Foster open, positive communication across functions so teams move in sync

Develop a clear understanding of current CS and Onboarding workflows, identifying friction points and opportunities

Tighten handoffs, communication rhythms, and milestone tracking across the customer journey

Implement a handful of practical, impactful improvements—such as more structured kickoff flows, simplified checklists, or improved internal visibility

Deliver more predictable onboarding timelines and smoother go-lives for all customer segments

Improve logo retention and NRR across the team's managed book of business

Reduce reliance on tribal knowledge by codifying processes, expectations, and best practices

Build a high-performing, trusted team with clear goals, strong coaching rhythms, and healthy cross-functional relationships

Qualification

Customer Success ManagementOnboarding ProcessesB2B SaaS ExperienceProcess MappingTeam LeadershipEmpathy for CustomersCS Tools FamiliarityCommunicationCollaboration SkillsProblem-Solving