Head of Customer Success and Operations (Remote)
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Job Description
About Our Culture
Our culture is what makes PeopleJoy a great place to do meaningful work. We come from diverse backgrounds and experiences, but we're united by a shared drive to help others and improve lives.
Here, you'll find purpose, ownership, and a team that values progress over perfection.
Our Core Values
Do Right by Others — Have people's backs. Be someone others can rely on.
Improve Every Time — We don't do the same work the same way twice. We constantly streamline, simplify, and automate so each iteration is faster and better.
Be All-In — and Be Honest — We act in the best interest of PeopleJoy's mission and long-term success. We show up fully, take responsibility, and raise our hands early if something feels out of alignment.
Win Together — We prioritize team success over individual comfort, take feedback with humility, and step into whatever role helps the team win today.
Grit — We commit to long-term goals with resilience and discipline, pushing through obstacles even when progress feels slow.
About the Opportunity
This is not a manage-the-machine role. This is a build-the-machine role.
PeopleJoy is at an inflection point. Our product works. Our clients stay. Our customer support team is strong and our members feel it — CSAT scores reflect a frontline that genuinely cares. As we scale, we are building the operational infrastructure that connects our support, account management, and client success functions into a unified, high-performing system — and this hire leads that build.
As Head of Account Management and Customer Success, you will be the first person to own this function end-to-end. You are walking into a team with real capability and real heart — and the opportunity to build the operational system that takes them to the next level. You will design the systems, create the playbooks, develop your people, own the metrics, and build the foundation that allows PeopleJoy to scale with consistency and excellence.
Job Details
Reports To: CEO
Manages: Account Manager · Operations Analyst · Customer Support Lead (4 CSRs)
Location: Remote-flexible; must be available for Philadelphia whiteboard sessions
Type: Full-Time
Compensation: $120,000 – $150,000 base salary commensurate with experience, plus performance bonus tied to NRR, CSAT, and retention outcomes. Equity participation available.
What You Own
Account Management & Revenue Retention
Customer Support & Frontline Experience
Operations & Infrastructure
Who You Are
You have done this before — not at a company that handed you a playbook, but at one where you wrote it. You are equally comfortable in a spreadsheet, a client call, and a coaching conversation with a struggling direct report. You know how to manage a manager — giving a capable team lead the direction and development they need to keep their team performing while you focus on the strategic picture. You do not wait to be told what to build. You assess, prioritize, and execute.
You'll Thrive Here If You Are Someone Who
What Success Looks Like at 12 Months
PeopleJoy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
