Customer Success Lead

About the role

Own the post-signup experience for companies and recruiters on Merato. You'll ensure new users activate successfully, existing users get maximum value, and the platform maintains high satisfaction across both sides of the marketplace.

What you'll do

• Onboard new companies and recruiters — guide them through setup and first success
• Build scalable onboarding flows, help documentation, and self-serve resources
• Monitor user health metrics and proactively intervene when engagement drops
• Handle escalations and coordinate with engineering to resolve platform issues
• Collect and synthesize user feedback to inform product roadmap
• Define and track success metrics — activation, retention, NPS

What we're looking for

• 4+ years in customer success, account management, or similar roles
• Experience in B2B SaaS or marketplace platforms
• Strong empathy and communication skills — written and verbal
• Analytical mindset — comfortable with data, dashboards, and metrics
• Self-starter who thrives with autonomy and minimal process
• Experience building customer success playbooks from scratch

Nice to have

• Background in recruiting, staffing, or HR tech
• Experience with tools like Intercom, HubSpot, or similar CS platforms
• Previous startup experience in an early-stage environment