About the role

We’re hiring our first Enterprise Success Manager to build and scale ReadyOn’s customer success function, ensuring an enterprise-grade experience for our customers. This is a foundational role – you'll design and refine support workflows, enhance issue resolution processes, and ensure customers receive prompt, effective assistance.

This role is perfect for someone who thrives in fast-paced environments, loves solving problems, and wants to build something from the ground up. Reporting to the General Manager, you’ll work closely with Product, Data and Engineering to ensure support operations and product development are closely aligned with customer needs, leveraging tighter feedback loops to drive increased user engagement and adoption.

What you’ll do

Customer Support & Operations

• Own and optimize customer support workflows, ensuring fast, high-quality issue resolution for enterprise customers.
• Establish and track key metrics (e.g., response time, resolution rate, CSAT/NPS) to measure and improve support efficiency.
• Work closely with the overseas Customer Support Lead to optimize escalations, prioritize urgent issues, and improve resolution times.
• Develop onboarding materials and lead training sessions to enhance customer adoption and engagement.
• Develop self-service support resources, such as FAQs, troubleshooting guides, and help center content.

Cross-Functional Collaboration

• Serve as the voice of the customer, collaborating with Product, Data, and Engineering to identify patterns in support requests and implement a structured feedback process to help transform customer insights into actionable product improvements.
• Partner with the Strategic Implementation Manager to ensure a smooth transition from implementation and onboarding to ongoing support.
• Work closely with leadership to scale support as ReadyOn grows, with the potential to establish a U.S.-based team in the future.

Process Improvement & Strategy

• Implement best practices for enterprise customer support in a SaaS environment.
• Standardize escalation paths and continuously improve customer interactions.
• Evaluate and implement support tools, such as ticketing systems and automation, to increase efficiency.

What we’re looking for

• Proven Experience and Expertise: 5+ years of experience in Enterprise Customer Success, with a proven track record of building and scaling processes in startups or fast-growing environments, serving large enterprises – preferably in labor operations, scheduling, compliance, or related labor management domains.
• Team Management & Support Operations: Experience leading and motivating a team, with excellent communication and interpersonal skills, and optimizing enterprise support operations to improve efficiency and resolution times.
• Technical & Systems Knowledge: Experience with CRM tools, support platforms, and customer education resources.
• Growth-Oriented & Adaptable: Willingness to take on new challenges, with potential career growth paths in customer operations, such as potential advancement into Head of Customer Success or similar roles as ReadyOn scales.
• Strong Problem-Solving & Relationship Skills: You approach challenges with a structured mindset and excel at fostering customer relationships.

Why you’ll love this role

• Be part of a fast-growing startup shaping the future of labor management.
• Work directly with top-tier enterprise customers and drive strategic outcomes.
• Enjoy a highly diverse, collaborative, high-energy, and customer-first culture.
• Competitive salary, equity, and benefits package, including a flexible work schedule, unlimited PTO, comprehensive health insurance, and exciting team outings and activities.Be part of a fast-growing startup shaping the future of labor management.
• Work directly with top-tier enterprise customers and drive strategic outcomes.
• Enjoy a highly diverse, collaborative, high-energy, and customer-first culture.
• Competitive salary, equity, and benefits package, including a flexible work schedule, unlimited PTO, comprehensive health insurance, and exciting team outings and activities.

To apply

If you’re excited about this opportunity and believe you’d be a great fit, we’d love to hear from you! Send a short note to careers@readyon.ai on why you’re interested in joining ReadyOn.

We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong.