Ikuto · 8 hours ago
Customer Success Operations Lead
United States
Full-time
Remote
Mid, Senior Level
$140K/yr - $175K/yrIkuto is an early-stage B2B software company with real traction and a growing customer base. They are seeking a founding operator to manage customer onboarding, implementation, and process automation, while creating scalable systems and playbooks for customer success.
Information Technology & Services
Hiring Manager
David Stephens
Responsibilities
Own onboarding + activation
Run onboarding calls, drive implementation, unblock customers, and get them to 'value' quickly
Identify patterns in why customers stall, churn, or expand — and fix them at the root
Build the Customer Success operating system
Design playbooks, templates, internal documentation, and escalation routes
Define what 'activated' looks like and create a consistent way to measure it
Improve workflows across CS, Product and Engineering (feedback loops that actually work)
Create leverage with automation
Use AI tools / no-code / light scripting to remove repetitive work
Improve internal tooling, reporting, and operational hygiene so the team moves faster
Be the glue
Act as the voice of the customer internally
Partner with product/engineering to prioritise the highest-impact improvements
Qualification
Required
Have experience in Customer Success / Implementation / Solutions / RevOps / Customer Operations (or a hybrid of these)
Enjoy being customer-facing and operationally rigorous (you love a good process)
Are comfortable in ambiguity and can prioritise without needing perfect instructions
Have a 'builder' mindset: you naturally think in systems and leverage
Can communicate clearly with customers and internally — especially in tricky situations
Preferred
Have worked at an early-stage SaaS company (where the job changes weekly)
Can do technical work (e.g., APIs, SQL, basic scripting)
Have built automations using tools like Zapier/Make, CRMs, ticketing systems, AI agents, etc
Have supported a product with a short time-to-value window and high onboarding importance
Benefits
Equity
Real ownership and visibility: your work will shape how the company scales
High trust, low bureaucracy
The chance to build a function — not just join one
Company
Ikuto
Ikuto: Technical Recruitment Made Easy Welcome to Ikuto, where our mission is to simplify technical recruitment for both clients and candidates.
Founded in 2020
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase