Customer Success & Projects Lead, US
On-site · New York City, New York, United States
Job Summary
Voop is hiring a US-based Customer Success & Projects Lead to be a founding member of the North American team. You will own end-to-end deployments for Voop for Care customers in the US, manage day-to-day relationships with care providers and frontline staff, troubleshoot and coordinate with UK product/engineering, train customer teams (social workers, carers, IT contacts), and build scalable CS processes and tools from scratch. You’ll capture customer insights for product feedback, collaborate with US Sales and UK CS teams for smooth handoffs, and identify expansion opportunities within accounts while growing a US CS function. Based on the US East Coast, you will travel domestically to customer sites and occasionally internationally, with a strong emphasis on hands-on delivery, onboarding, and ongoing customer success in a mission-driven, safeguarding-sensitive context.
Required Qualifications
- Proven track record in customer success, implementation, or account management in B2B SaaS or technology
- Hands-on onboarding and training
- Strong project management and ability to run multiple deployments in parallel
- Self-starter who can build processes in an early-stage environment
- Excellent communicator and relationship-builder with mission-driven customers
- Willingness to travel domestically to customer sites and internationally on occasion
- Experience with enterprise or institutional customers in edtech, govtech, healthtech, or safeguarding-adjacent spaces
Desired Qualifications
- Proven track record in customer success, implementation, or account management in B2B SaaS or technology
- Hands-on onboarding and training experience
- Strong project management and multi-deployment coordination
- Self-starter with ability to build processes in early-stage environments
- Excellent communication and relationship-building with mission-driven, often non-technical customers
- Willingness and ability to travel domestically (US) and occasionally internationally
- Experience with enterprise or institutional customers in edtech, govtech, healthtech, or safeguarding-adjacent spaces
- Experience as an early CS or implementation hire at a high-growth startup (building function, process, and team)
- Familiarity with regulatory landscapes related to child safety (UK/international)
- Passion for online safety, child protection, or social impact tech
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