Customer Success Lead - Remote

Overview

Join Talent Llama at the ground floor and help us build a category-defining company that’s changing the way companies hire - faster, fairer, and based on skill. You’ll work directly with the founders to help our customers win - faster hires, higher recruiter leverage, and clear ROI. As our first hire in Customer Success, you'll build the function from the ground up. You’ll own onboarding, support, education, and retention. If our customers aren’t getting maximum value from Talent Llama, you’ll notice - and lead the charge to fix it.

In Short

• Own the entire customer journey — onboarding, adoption, support, and retention.
• Lead structured onboarding sessions and help teams get measurable wins quickly.
• Be the first line of support, triaging tickets and resolving issues quickly.
• Revamp documentation to help customers find answers easily.
• Proactively identify opportunities for customer growth and value.
• Build external knowledge base and internal playbooks for scaling.
• Achieve 90%+ customer onboarding within 30 days.
• Create a working knowledge base to resolve support requests.
• Document CS workflows for easy team scaling.
• Collaborate with product/engineering teams for customer insights.

Requirements

• High-agency mindset with problem-solving skills.
• Strong communicator, especially for technical concepts.
• Prior experience in customer success, onboarding, or support.
• Ability to simplify complex features for customer value.
• Comfortable collaborating with product/engineering teams.
• Experience in fast-moving, ambiguous environments.
• Collaborative mindset and team-oriented approach.
• Must live in the United States and be willing to travel occasionally.

Benefits

• Opportunity to build a function from scratch.
• Work in a fast-paced and innovative environment.
• Collaborate with founders and have a direct impact.
• Be part of a mission-driven company focused on fairness in hiring.
• Flexible work arrangements in a remote setting.