🚀 Head of Customer Success & Support (Remote – Europe)

About Gojiberry AI

At Gojiberry AI, we're building the AI GTM Brain, a system that helps founders and sales teams detect high‑intent leads, automate outreach, and book meetings on autopilot. We're growing fast, with hundreds of customers relying on us every day. We're still a lean team and now looking for a customer‑obsessed operator to own support, onboarding, and documentation end‑to‑end.

You'll work directly with the founders to make sure every customer gets value quickly, has a great experience with our product, and knows exactly how to use it. You'll manage our support operations, run and improve onboarding, and build the processes, playbooks, and help center that will let us scale.

What You'll Own

• Lead day‑to‑day customer support (internal + external partners), making sure customers get fast, clear, and friendly answers.
• Run and improve onboarding and setup calls so new customers reach value quickly and know exactly what to do next.
• Build and maintain internal playbooks (macros, checklists, workflows) so the whole team can handle tickets in a consistent way.
• Own our public help center: structure it, keep it up to date, and write clear, simple articles and guides.
• Track and report key CS metrics (ticket volume, SLAs, CSAT, churn signals, upsell opportunities) to the founders.
• Be the voice of the customer internally: organize feedback from support and onboarding and share it with product and sales.
• Help hire, onboard, and coach future CSMs/support agents as the team grows.

What We're Looking For

• 4+ years in B2B SaaS in customer success, support, or onboarding roles.
• Experience owning a support queue and/or leading a small CS/support team (team lead, first CS hire, or similar).
• Strong communication skills and very clear written English; you enjoy writing documentation and simplifying complex topics.
• Comfortable working with tools like support/helpdesk platforms, CRMs, and basic analytics dashboards.
• Process‑oriented: you like turning "one‑off fixes" into repeatable workflows, templates, and checklists.
• Located in Europe (for time zone alignment) and used to working fully remote and async.
• Bonus: experience working with outsourced support providers or a high‑volume SMB SaaS product.

Why Join Us

We founded Gojiberry because after years in sales development and engineering, we realized 80% of GTM work is still manual data entry and coordination. We're building the AI layer to fix that -- not with fluff, but with infrastructure that actually works at scale.

You'll have real ownership over the full customer journey after the sale: support, onboarding, and documentation. You'll be the person who designs how customers experience Gojiberry from day one, and you'll shape the systems we use to keep them happy as we grow.

The Practical Stuff

• Fully remote in Europe.
• Flexible hours, async‑friendly culture.
• Direct access to founders, quick decisions, low bureaucracy.
• A small, high‑trust team that moves fast but values depth and quality.