Head of Customer Success & Onboarding (B2SMB)

What You’ll Own

• Team & Customer Outcomes
• 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.


• Build + Do (Player–Coach)
• 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 & Tooling
• 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.
• Use data to identify bottlenecks and opportunities—testing improvements and iterating thoughtfully.


• Cross-Functional Collaboration
• 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.
• 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 Like

• First 90 Days — Organize & Uplevel
• Develop 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 improvements—such as more structured kickoff flows, simplified checklists, or improved internal visibility.


• First Year — Consistent, Scalable Customer Journeys
• Deliver more predictable onboarding timelines and smoother go-lives for all customer segments.
• Improve logo retention and NRR across the team's 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 Bring

• Must-Have
• 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.


• Ideal
• 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.

Why Sauce

• You’ll inherit a function with strong foundations—and 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, we’d love to meet you.

What We Offer:

• 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