PeopleJoy

Customer Success Manager

• 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.
• Renewal forecasting and execution — you own the calendar, the conversations, and the outcomes.
• Expansion and upsell pipeline from existing accounts.
• QBR cadence and renewal templates tied to client budget cycles.
• Account Manager coaching, accountability, and commercial development.
• Handoff protocols from sales to implementation to ongoing success.
• Strategic direction and development of the Customer Support Lead.
• CSAT performance, service quality standards, and continuous improvement.
• Ticket resolution oversight and escalation thresholds.
• Support-to-success handoff protocols — ensuring nothing falls between the cracks.
• Frontline CSR performance visibility and accountability through the Support Lead.
• Operations Analyst direction, prioritization, and output quality.
• Process documentation — SOPs, playbooks, and workflows built from scratch.
• KPI dashboard: NRR, churn risk, CSAT, ticket aging, adoption rates.
• Cross-functional process inputs that give dev and product something real to build against.

Head of Customer Success and Operations

Account Executive

• Build and manage a qualified pipeline from cold outreach, your personal network, and 6–12 tradeshows per year across the U.S.
• Qualify, advance, and close deals with ACV of $50K+
• Manage active opportunities in HubSpot with discipline and precision — this is your source of truth
• Nurture stalled deals and re-engage dormant prospects across cycles that stretch months
• Work directly with the CEO to set revenue targets and sharpen the ICP and sales playbook
• Use AI tools to prospect, personalize outreach, draft proposals, and move faster than a team of three

Head of Customer Success and Operations

Founding Account Executive