Director of Support and Customer Success

This role is part of our Prerender team, one of our largest brands at saas.group.

Prerender, is a dynamic rendering SaaS software, which operates within the saas.group portfolio. Since its integration in 2017, Prerender has revolutionized SEO practices, enabling seamless crawling by search engines while preserving user experience. Trusted by 65K companies worldwide, our platform serves an impressive 2.7 billion unique pages to web crawlers, driving enhancements for major industry players.

Profile Overview

As the Director of Support and Customer Success, you will lead our customer experience transformation and serve as the strategic driver of customer retention, satisfaction, and expansion across our entire customer base. You will report directly to the CEO and lead support managers and individual contributors while overseeing customer onboarding, retention programs, and support quality initiatives. This role requires a customer-obsessed leader who can continue to scale support operations and innovative customer success solutions to our entire customer base while maintaining exceptional service standards and driving measurable business outcomes.

Your Responsibilities

• Lead customer support strategy and day-to-day service delivery across all customer segments, defining SLAs, escalation paths, and customer workflows that ensure exceptional experience at scale
• Collaborate closely with Product and Engineering teams on bug triage and resolution, using customer insights to inform product roadmap decisions and help content development
• Scale support operations through intelligent automation, systems integration, and quality assurance programs while maintaining personal touch for enterprise customers
• Develop and implement comprehensive customer onboarding programs for product-led growth customers, creating seamless experiences that drive adoption and reduce time-to-value
• Design and execute proactive retention strategies including "Save the Account" playbooks, reactivation campaigns, and lifecycle engagement programs to improve customer health scores
• Drive net revenue retention improvement across all customer segments, particularly focusing on self-service customers through expansion enablement and upsell identification
• Enhance customer health scoring systems and early warning indicators that enable proactive intervention and prevent churn before it occurs
• Manage and develop support managers and individual contributors, creating scalable training programs and fostering a customer-obsessed culture with strong accountability
• Oversee customer success metrics and reporting infrastructure, tracking CSAT, support NPS, response times, resolution rates, and customer health indicators
• Partner with the Growth Team on conversion optimization strategies, using customer feedback and usage patterns to enhance product-led growth initiatives
• Curate knowledge management systems and self-service capabilities that reduce support ticket volume while improving customer satisfaction and agent productivity
• Lead cross-functional initiatives to improve customer experience across the entire customer journey from onboarding through expansion and renewal

What You Bring to the Table

• Bachelor's degree in business, communications, technology, or related field; advanced degree preferred
• 7+ years of experience, with at least 3 years in leadership roles in customer success, support operations, or similar customer-facing roles in high-growth SaaS companies
• Experience managing both high-touch enterprise customers and self-service product-led growth customer segments with measurable retention improvements
• Strong background building and developing customer-facing teams, including support managers and individual contributors across multiple time zones
• Experience managing remote and distributed customer-facing teams with focus on scalable processes and cultural development
• Demonstrated experience implementing customer success platforms, support tools, CRM systems, and automation technologies in SaaS environments
• Deep understanding of B2B SaaS customer lifecycle, health metrics, and customer success metrics and ability to translate data insights into actionable retention and expansion strategies
• Excellent communication and collaboration skills with proven ability to work effectively across Product, Engineering, Sales, and Growth teams
• Familiarity with technical SEO, web development, or digital marketing tools preferred but not required

What’s In It For You

• Ultimate flexibility: We’re 100% remote. You can work from wherever you like, whenever you like.
• Freedom and autonomy: We’re a high-trust team, and you’ll be given lots of independence to solve problems in your own way — with plenty of help from the team when you need it.
• Minimum bureaucracy: We don’t like to get bogged down with meetings and red tape. We like to be efficient and keep momentum steady & sustainable.
• Small & friendly team: We help each other out, have fun, and joke around.
• Our network: We are a community of entrepreneurial SaaS professionals that regularly exchange ideas, knowledge, learning and expertise with each other internally.
• Flexible paid time off: We want you to recharge your batteries when needed.
• Learning Budget: We want you to grow your skills so we provide you with a generous budget to use for classes, conferences, books and other learning resources.

Prerender is part of saas.group and we have a shared goal of succeeding together.

What is saas.group?

Think of us as the driving catalyst behind your favorite software success stories. saas.group, established in 2017, is on a mission to turbocharge promising B2B SaaS ventures, unlocking their full potential. As a Software-as-a-Service portfolio powerhouse, we specialize in acquiring small software treasures and polishing them into industry stars. With a dynamic, fully remote team of nearly 350+ colleagues spanning 50+ countries we are truly global and we are rewriting the playbook on SaaS innovation and collaboration. We grow 23 exciting brands under our umbrella. Feel free to explore our Candidate's Hub to get an insider's view, dive into our culture, gain valuable insights into our teams and how we work.

Also, don’t forget to follow saas.group on LinkedIn to stay up-to-date on our job openings, podcast episodes, and with all things happening at our company.

We don’t just simply offer you to “take a job with us” but rather to “join us on this journey” to build the world's largest platform of independent SaaS companies. 

Sounds like something you’re up for? Feel free to apply even if you don’t check all these boxes. We believe in the power of diversity and fresh perspectives to spice up our team. Your application might just be the missing ingredient!

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saas.group is committed to creating a diverse and inclusive workplace. We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you're passionate about working with a team that values innovation, excellence, and fairness, we encourage you to apply.