[Hiring] Head of Customer Success & Account Management @Veroa.ai

Role Description

We're looking for an experienced, proactive, and relationship-driven Head of Customer Success & Account Management to own and strengthen Veroa's customer relationships. Veroa operates at the intersection of talent, technology, and professional services. Our customers rely on us to provide exceptional talent and services that help their businesses succeed. In this role, you'll be responsible for ensuring customers are happy, their teams are performing well, and we're continuously finding ways to deliver more value.

• Own customer relationships:
  • Serve as the primary point of contact for key accounts, building trusted relationships and understanding each customer's business, priorities, and needs.
• Drive customer success and retention:
  • Lead regular check-ins, gather feedback, monitor account health, proactively address concerns, and ensure customers are getting value from Veroa's services.
• Coordinate service delivery:
  • Partner with internal team managers, recruiting, and operations to address performance feedback, staffing needs, service issues, and changing customer requirements.
• Grow existing accounts:
  • Identify opportunities for additional placements, services, and account expansion while supporting renewals and commercial discussions.
• Manage customer escalations:
  • Navigate sensitive conversations, service challenges, billing and payment concerns, and other customer issues through resolution.
• Build customer success playbooks:
  • Develop and improve processes for onboarding, account management, customer feedback, escalations, renewals, and ongoing engagement.
• Track customer performance:
  • Maintain visibility into customer satisfaction, retention risks, account growth, and service quality, ensuring feedback and action items are followed through.
• Collaborate across the business:
  • Work closely with leadership, product, recruiting, and operations to continuously improve the customer experience and identify new ways to deliver value.

Qualifications

• 5–8+ years of experience in customer success, account management, client services, or a related field.
• Experience in staffing, outsourcing, professional services, BPO, or another people-driven service business strongly preferred.
• Proven ability to independently manage customer relationships, including senior stakeholders.
• Strong commercial instincts and experience with customer retention, renewals, and account growth.
• Comfortable managing customer feedback, escalations, performance concerns, and difficult conversations.
• Experience building or improving customer success processes, playbooks, and workflows.
• Excellent written and verbal English communication skills.
• Highly organized, proactive, resourceful, and comfortable managing multiple priorities independently.
• Comfortable working across teams, time zones, and cultures.
• Excited to work in a fast-paced startup environment and willing to be hands-on when needed.

Benefits

• Fully remote position with the option to work from our local Philippines office.
• Collaborate with teammates and customers across the United States, Canada, and the Philippines.
• Work closely with a growing team and have visibility into how an early-stage global company operates.
• Take meaningful ownership from day one rather than being one small part of a large customer success department.
• Gain exposure across customer success, support, account management, operations, product, and technology.
• Significant opportunity to expand your responsibilities as Veroa scales.
• Join a company building at the intersection of AI, professional services, learning, and the future of work.