Head of Customer Success & Onboarding (B2SMB) at Sauce

About UsWere a team that acts fast stays close to the details communicates with optimism and supports one another relentlessly. We care deeply about delivering value for customers improving a little bit every day and using data and insightnot guessworkto guide decisions. When challenges come up (and they do) we solve them together.The OpportunitySauces Customer Success and Onboarding engines are already running with established processes and strong customer satisfaction. Now were looking for a Head of Customer Success & Onboarding to strengthen scale and streamline these functions.This is a true playercoach role. Youll own strategic accounts and complex onboardings yourself while elevating how the team operatestightening predictability sharpening communication and making the customer journey more efficient and more consistent. Youll help the team execute with clarity and confidence ensure customers feel supported at every step and build systems that reduce friction for everyone.Success in this role means smoother go-lives better adoption clearer expectations and customers who stay and grow because Sauce has become essential to their business.What Youll OwnTeam & Customer OutcomesOwn team-level NRR/GRR activation time-to-value and product adoption.Lead both CSM and Onboarding teams across customer segmentsfrom 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 trustinternally and with customers.Build Do (PlayerCoach)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.Process & ToolingMaintain 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 opportunitiestesting improvements and iterating thoughtfully.Cross-Functional CollaborationAlign 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.What Success Looks LikeFirst 90 Days Organize & UplevelDevelop 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 improvementssuch as more structured kickoff flows simplified checklists or improved internal visibility.First Year Consistent Scalable Customer JourneysDeliver more predictable onboarding timelines and smoother go-lives for all customer segments.Improve logo retention and NRR across the teams 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.What You BringMust-Have68 years in Customer Success and/or Onboarding within B2B SaaS with 24 years leading teams.A proven ability to improve retention adoption onboarding speed or customer health.Comfort operating at the detailed levelworkflows 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.IdealExperience 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.Why SauceYoull inherit a function with strong foundationsand have the runway to make it far more consistent scalable and impactful. If you enjoy being close to customers guiding a team through complex day-to-day operations and transforming messy systems into simple reliable journeys this role will feel energizing.At Sauce we move quickly communicate openly persevere through challenges and help each other succeed. If that style of work resonates with you wed love to meet you.What We Offer:Strong & Competitive Compensation Package Including EquityCompany-Sponsored Insurance Package (Health Dental Vision Mental Health)Paid Parental LeaveFlexible Work EnvironmentResponsible Paid Time Off PolicyWe may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.Required Experience:Director Key Skills Marketing & Promotions,Attorney At Law,Jni,Airlines,Art Employment Type : Full-Time Experience: years Vacancy: 1