Customer Success Lead

Techcollect.ai is a high-growth tech startup revolutionizing how the Homeowner Association Industry (HOA) operates. We empower HOA organizations to streamline their Accounts Receivable workflows and maximize their potential. At Techcollect.ai, we value entrepreneurial spirit, a proactive approach to challenges, and adaptability to play multiple roles as the business evolves.

Our office is located in the heart of downtown Rochester, MI, providing convenient access to vibrant downtown amenities and paint creek riverwalk, perfect for lunchtime, brain-breaks, or post-work relaxation.

Paid Time Off (PTO)

Hands on Training

Career Growth Opportunities

Retirement Plan

Health Insurance

Responsibilities

As the Customer Success Lead at TechCollect.ai, you will guide customers through the Hello to Hero journey, helping them move from their first interaction and free trial to becoming confident, successful champions of our platform. TechCollect.ai operates as an AI-powered plugin integrated within our software partner ecosystems, and you will play a critical role in onboarding mutual customers, ensuring they quickly understand how to activate and use TechCollect.ai within their existing systems. Your focus will be helping customers successfully implement the solution during the trial period, guiding them to early wins and measurable results that naturally lead to conversion from free trial to paid adoption. In this role, you will work closely with both customers and our software partners, serving as the bridge that ensures smooth onboarding, clear communication, and strong collaboration across all parties. By helping customers quickly experience the value of the AI automation within their workflows, you will turn initial interest (hello) into real operational impact (hero), creating long-term customer success and strong partner relationships in the process.

Responsibilities:

• Customer Engagement: Build relationships with prospective customers during their free trial, demonstrate the value of our platform, and convert them to paid subscription customers.
• Onboarding: Guide new customers through the onboarding process to ensure a smooth transition and quick adoption of our solution.
• Customer Support: Provide exceptional support to live customers by addressing inquiries, troubleshooting technical issues, and ensuring customer satisfaction.
• Adoption & Retention: Collaborate with customers to drive platform adoption, expand usage, and maximize retention.
• Cross-functional Collaboration: Partner with sales, marketing, and product teams to ensure a unified customer experience and provide feedback for continuous improvement.
• Problem-solving: Handle challenges creatively, from jumping into sales calls to resolving technical questions, with a focus on delivering solutions.

• 5+ years of experience in a SaaS customer success or similar role.
• Proven track record of converting trials to paying customers and driving customer retention.
• Strong interpersonal and communication skills, with the ability to build relationships and influence stakeholders.
• Entrepreneurial mindset with the flexibility to adapt to changing priorities and wear multiple hats.
• Problem-solving skills with a proactive approach to overcoming challenges.
• Familiarity with CRM tools, customer support platforms, and SaaS product onboarding processes.
• A self-starter attitude and the ability to thrive in a fast-paced startup environment.