Customer Success Lead

👋 Why This Role Matters

Join Talent Llama at the ground floor and help us build a category-defining company that’s changing the way companies hire - faster, fairer, and based on skill. You’ll work directly with the founders to help our customers win - faster hires, higher recruiter leverage, and clear ROI. As our first hire in Customer Success, you'll build the function from the ground up. You’ll own onboarding, support, education, and retention. If our customers aren’t getting maximum value from Talent Llama, you’ll notice - and lead the charge to fix it.

🚀 What You’ll Do

You’ll own the entire customer journey — onboarding, adoption, support, and retention. In practice, that means:

• Onboard new customers with impact. Lead structured onboarding sessions, set weekly check-ins, and help teams get measurable wins quickly

• Be the first line of support. When customers hit snags, you’ll be their fastest path to clarity. You’ll triage tickets, answer product questions, and partner with engineering to resolve issues quickly.

• Turn complexity into clarity. Revamp our documentation, blogs, and integration guides so customers (and future CS teammates) can easily find answers on their own.

• Spot opportunities for growth. Proactively identify where customers aren’t getting full value - and fix it. That may mean coaching users, sharing best practices, or looping the product team in on feedback.

• Lay the foundation for scale. Build our external knowledge base and internal playbooks so the next wave of Talent Llama customers (and CS hires) have a world-class experience.

In your first 6–12 months, success looks like:

• 90%+ of customers fully onboarded within 30 days

• Having built a working knowledge base designed to resolve support requests before they hit your inbox

• A full suite of documented CS workflows that make it easy to scale the team

✅ What We’re Looking For

• A high-agency mindset - you notice problems, fix them, and keep moving.

• Strong communicator, especially at translating technical concepts into simple, actionable steps for non-technical users.

• Prior experience in customer success, onboarding, or support.

• A knack for simplifying the complex and turning features into real-world value for customers.

• Comfortable collaborating directly with product/engineering to share customer insights and push improvements.

• Comfort working in ambiguous, fast-moving environments.

• A collaborative mindset - you see business as a team sport and look for ways to make the company better as a whole.

• Ok with minimal travel (up to 10%)

🌟 Nice-to-Haves

• Have built (or helped build) a CS function from scratch.

• Know your way around helpdesk and knowledge base tools.

• Have experience in HR tech, recruiting, or talent acquisition.

• Have run interviews yourself or trained others to interview effectively.

• Familiar with AI agent orchestration in a customer success context.

🙅 Why You Shouldn’t Apply

We’ll save you time: this role won’t be a fit if…

• You struggle to put yourself in the customer’s shoes or don’t enjoy solving problems from their perspective.

• You don’t have the patience for handling support requests, troubleshooting technical issues, or answering “simple” questions with empathy.

• You are unable to work in US timezones.

💜 Our Values

We believe hiring should be based on skills, not pedigree. Our mission is to make the hiring process faster and fairer. At Talent Llama, we move fast, collaborate deeply across functions, and celebrate grit and creativity.

📅 Hiring Process

We respect your time. Here’s what to expect:

1. Talent Llama Interview - get to know the product you'll be supporting!

2. 30 min intro interview

3. 30 min panel interview

Our process typically takes 2–3 weeks from application to decision.