Job Summary

IT Sight Technologies is seeking an experienced and highly motivated SaaS Customer Success Lead to join our global remote team. In this role, you will be responsible for driving customer satisfaction, adoption, and retention across our SaaS product portfolio. You will act as a strategic partner to our clients, ensuring they achieve maximum value from our solutions while leading a distributed Customer Success team to deliver world-class support and engagement.

This is a key leadership position that bridges customer advocacy, product expertise, and business growth. The ideal candidate will have a strong background in SaaS environments, excellent communication skills, and a passion for building long-term customer relationships in a fast-paced, global setting.

Key Responsibilities

• Lead and manage the global Customer Success team, providing coaching, performance management, and professional development.

• Build and maintain strong relationships with key enterprise and mid-market customers.

• Develop customer onboarding, engagement, and lifecycle strategies to improve adoption and retention.

• Act as the primary escalation point for critical customer issues and ensure timely resolution.

• Partner with Sales, Product, and Engineering teams to align customer needs with business goals.

• Monitor customer health metrics, churn risk, and usage data to proactively drive success.

• Design and implement Customer Success playbooks, processes, and best practices.

• Conduct regular business reviews with customers and present insights and value outcomes.

• Gather and communicate customer feedback to influence product roadmap and enhancements.

• Drive upsell and cross-sell opportunities in collaboration with Sales teams.

Required Skills and Qualifications

• Bachelor’s degree in Business, IT, Marketing, or a related field (Master’s preferred).

• Strong understanding of SaaS business models, customer lifecycle management, and subscription metrics (MRR, churn, LTV, NPS).

• Excellent leadership and people management skills.

• Exceptional communication, presentation, and stakeholder management abilities.

• Proven ability to manage multiple clients and priorities in a remote environment.

• Strong analytical mindset with experience using CRM and Customer Success tools (e.g., Salesforce, HubSpot, Gainsight, Zendesk).

• High level of professionalism, empathy, and customer-centric mindset.

Experience

• 5+ years of experience in Customer Success, Account Management, or Client Services within a SaaS or technology-driven organization.

• At least 2 years in a leadership or team lead role managing global or remote teams.

• Experience working with enterprise or B2B customers across multiple regions.

• Demonstrated success in improving customer retention, satisfaction, and product adoption.

Working Hours

• Fully remote role with flexible working hours.

• Availability to collaborate across global time zones as required.

• Core overlap hours with EMEA/US teams may be expected depending on business needs.

Knowledge, Skills, and Abilities

• Deep knowledge of customer success frameworks and best practices.

• Strong problem-solving and decision-making abilities.

• Ability to translate technical concepts into business value for customers.

• Strategic thinking with a hands-on execution approach.

• High emotional intelligence and conflict resolution skills.

• Ability to thrive in a fast-growing, dynamic SaaS environment.

Benefits

• Competitive salary with performance-based incentives.

• 100% remote work with flexible schedule.

• Health and wellness benefits.

• Paid time off and company holidays.

• Professional development and leadership training programs.

• Opportunity to work with a diverse, global team.

• Career growth and advancement opportunities.

Why Join IT Sight Technologies?

At IT Sight Technologies, we believe in empowering our people and our customers. You will be part of an innovative, forward-thinking organization that values collaboration, continuous learning, and customer excellence. This role offers the opportunity to make a real impact by shaping our Customer Success strategy while working in a flexible, global environment with cutting-edge SaaS products.

How to Apply

Interested candidates are invited to submit their updated resume and a brief cover letter outlining their relevant experience and interest in the role. Applications should be sent via our official careers portal or emailed to the IT Sight Technologies recruitment team.