Recruiting from Scratch is a specialized talent firm dedicated to helping companies build exceptional teams. We partner closely with our clients to deeply understand their needs, then connect them with top-tier candidates who are not only highly skilled but also the right fit for the company’s culture and vision. Our mission is simple: place the best people in the right roles to drive long-term success for both clients and candidates.
Title of Role: Customer Success & Operations Lead (B2B SaaS / AI)
Location: San Francisco, CA
Company Stage of Funding: Seed Stage (~$5M raised)
Office Type: Onsite (5 days/week)
Salary: $90,000 – $115,000 + Equity
Company Description
Our client is an early-stage, venture-backed AI company transforming the insurance brokerage industry by automating complex, manual workflows. Their platform integrates deeply into customer systems to process large-scale data, eliminate inefficiencies, and drive better operational outcomes.
With strong early traction, rapid revenue growth, and backing from top-tier investors, the company is scaling quickly and building out its customer-facing and operational functions from the ground up.
What You Will Do
- Own customer relationships and drive retention across a portfolio of B2B clients
- Lead onboarding, implementation, and ongoing account management processes
- Build and refine scalable customer success playbooks (onboarding, renewals, QBRs)
- Develop and implement operational systems to improve CS efficiency and scalability
- Act as the voice of the customer, collaborating closely with product and engineering
- Analyze customer data and workflows to identify opportunities for automation and improvement
- Travel occasionally to meet customers and build strong, long-term relationships
- Support CRM management, pipeline tracking, and process optimization initiatives
Ideal Candidate Background
- 2–4 years of experience in B2B SaaS customer success, onboarding, or CS operations
- Experience working at early-stage startups (seed to Series A, ideally <25 employees)
- Proven ability to manage customer relationships and drive retention
- Strong operational mindset with experience building or improving processes
- Strong communication skills with ability to explain technical concepts clearly
- High agency and ability to work independently in fast-paced environments
- Strong analytical and problem-solving skills
Preferred
- Experience in insurtech, fintech, or vertical SaaS
- Experience working with enterprise or mid-market B2B customers
- Familiarity with CRM systems, customer success tools, and automation workflows
- Experience working cross-functionally with product and engineering teams
- Strong spreadsheet/data analysis skills
- Experience traveling for customer-facing engagements
Compensation and Benefits
- Competitive base salary: $90,000 – $115,000
- Equity: ~0.05% – 0.2%
- Full benefits (health, dental, vision, 401k)
- High ownership in a fast-growing startup environment
- Direct exposure to founders and leadership
- Opportunity to build and scale the CS function from scratch
- In-office collaboration in San Francisco
This is an ideal role for early-career operators who want to combine customer-facing work with operational ownership, building the foundation of a high-impact customer success function.