Customer Success Lead

Customer Success Lead

Talent Llama is looking for a Customer Success Lead to join the founders in their mission to fairly interview everyone, and let those with the best skills rise to the top.

Your Mission:

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 own:

• Customer Onboarding & Success Planning
  Lead onboarding for new customers, setting up weekly touchpoints. You’ll proactively guide them through campaign setup, improve interview outcomes, and highlight time-to-fill wins and ROI insights.
  

• Help Desk Support
  Be the go-to for customers who need help, fast. You’ll respond to support tickets, bug reports, and product questions with clarity and urgency. You’ll work with the product team to enhance our internal customer console for faster issue resolution.
  

• Documentation & Self-Serve Help
  You’ll revamp our integration guides and product blogs to deliver crisp, on-brand content that scales as we grow.
  

• Knowledge Base Development
  Own our internal and external knowledge base. Structure it so future team members and customers find exactly what they need - fast.

You Should Have:

• A high-agency mindset. You find problems, fix them, and keep moving.

• Strong written and verbal communication - especially when explaining technical concepts to non-technical users.

• Experience in customer success, onboarding, or support roles at fast-paced SaaS companies (bonus if in HR tech or B2B).

• A love for simplifying the complex. You translate product features into value customers can feel.

• A desire to make the product better - comfortable working with our engineering team to relay customer feedback and spot product improvements.

Bonus Points For:

• Launching a CS function from scratch (or something close to it).

• Experience with AI agent orchestration, specifically in the CS domain.

• Running interviews yourself or training others on how to interview effectively.

• Familiarity with tools like Notion, Intercom, or Zendesk.

• Having previously worked in Talent Acquisition or HR technology.

Interview Process:

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

2. 1st round interview with one of the founders

3. Final interview with team / advisors

Why this role is different?

You're not slotting into a department — you're helping build the company.
You're not one of 50 reps — you're the rep.
You're not following a playbook — you're writing it.

If you want to take a big swing, get in early, and help shape something meaningful, this is it. Let’s change the way companies hire — and let’s have a hell of a time doing it.