Head of Customer Success – Onboarding, B2SMB

Sauce

Head of Customer Success & Onboarding for Sauce, enhancing customer engagement in a B2B SaaS environment. Overseeing customer journeys and driving adoption for local SMB restaurants.

Posted 6/18/2026full-timeNew York City • New York • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

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.
Build AI-powered automations across the entire org—not just CS and Onboarding.
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.
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.
Foster open, positive communication across functions so teams move in sync.

Requirements

What you’ll need

6–8+ years in Customer Success and/or Onboarding within B2B SaaS, with 2–4 years leading teams.
A proven ability to improve retention, adoption, onboarding speed, or customer health.
Comfort operating at the detailed level—workflows, tickets, handoffs, timelines, and process mapping.
Excellent communication skills, with empathy for busy, often non-technical SMB customers.
A leadership style rooted in clarity, consistency, persistence, and positive problem-solving.
Experience working with restaurants or other local SMBs.
Experience overseeing both onboarding and post-go-live success under one team.
Familiarity with CS tools, playbooks, automation, and lightweight operational systems.

Benefits

Comp & perks

Strong & Competitive Compensation Package, Including Equity
Company-Sponsored Insurance Package (Health, Dental, Vision, Mental Health)
Paid Parental Leave
Flexible Work Environment
Responsible Paid Time Off Policy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successonboardingretentionadoptionworkflow mappingprocess mappingtask managementSLA definitionautomation

Soft Skills

communicationempathyleadershipcollaborationproblem-solvingclarityconsistencypersistencetrust-building