Operations Lead - Customer Succes

Description

Summary: Valeria is seeking a Customer Success leader to own the entire CS operation, building systems, processes, and automation while bridging customer, product, and engineering teams. Highlights: 1. Lead CS team and build scalable operations for an AI-native HR/payroll platform 2. Drive automation, optimize customer journey, and own end-to-end onboarding 3. Act as the voice of the customer, influencing product development About Valeria Valeria is building the future of HR and payroll in Spain. We're an AI\-native platform that automates contracts, payroll, and compliance for companies with high employee turnover (hospitality, delivery, events, agriculture). We're rethinking how an entire industry works—moving from manual, error\-prone processes to intelligent automation. We're a fast\-growing startup backed by top investors, disrupting a €5B\+ industry that's still stuck in spreadsheets and legacy software. The Role You'll own the entire Customer Success operation at Valeria. You'll lead our CS team while building the systems, processes, and automation that will let us scale efficiently. You'll act as the critical bridge between our customers, product, and engineering teams. Think of this as equal parts: team leadership, operational architecture, and product thinking. You need to love building systems, automating workflows, and turning customer chaos into elegant processes. What You'll Do Lead the CS Team (30%) * Hire, mentor, and grow the team as Valeria scales **Manage 4 people:** coordinate workload, develop talent, track performance * Build team rituals that actually work: effective 1\-on\-1s, retrospectives, dailies * Create dashboards that show real\-time team performance (tickets, SLAs, quality) * Establish playbooks and escalation processes for complex labor law cases * Ensure we never drop the ball on customer support or payroll processing Build Automation \& Scale Operations (40%) * Automate everything possible: customer notifications, ticket routing, report generation, workflow triggers * Map the current customer journey and eliminate friction points * Redesign support and payroll processes to reduce manual touchpoints * Build operational dashboards (Metabase/Looker) with the metrics that matter: CSAT, NPS, time\-to\-resolution, churn signals * Create early warning systems for at\-risk clients and SLA breaches * Design the automation roadmap: quick wins for Q2\-Q3, structural projects for H2 Own Onboarding End\-to\-End (20%) * Full responsibility from contract signature to successful go\-live * Define standard timelines and success criteria by customer segment * Coordinate Sales, Product, Engineering, Support—nothing falls through cracks * Build segment\-specific playbooks and self\-service onboarding for small customers * Track every onboarding in real\-time with health scores and proactive escalation * Measure obsessively: time\-to\-first\-payroll, implementation success rate, early CSAT Be the Voice of the Customer to Product (10%) * Systematize feedback: categorize tickets, analyze patterns, run structured customer interviews * Translate pain points into product requirements with detailed user stories and acceptance criteria * Own the CS\-driven product backlog—you know the edge cases better than anyone * Coordinate beta testing and measure feature impact on operational metrics * Deliver weekly Voice of Customer insights to Product \& Engineering Who You Are **Must\-haves:** * 3\-5 years in CS operations, growth ops, or similar high\-intensity operational roles * Techie mindset: You can read basic code, understand APIs, build automations (Zapier, Make, n8n, or similar) * Systems thinker: You see patterns, design workflows, and document processes obsessively * Data\-driven: You build dashboards, track metrics, and make decisions based on evidence * Startup hustle: You've worked in fast\-growth environments where things break and you fix them * Fluent Spanish \+ strong English (our customers are Spanish, our team is international) **⭐ Bonus points:** * Experience with labor law, HR tech, or compliance\-heavy products * SQL skills or BI tool experience (Metabase, Looker, Tableau) * You've built CS operations from scratch or scaled them 3\-5x * Background in consulting, project management, or process improvement * You've worked closely with engineering teams on product development **You'll thrive if:** * You get energized by building systems that make teams 10x more efficient * You love the challenge of turning messy operations into elegant automation * You're equally comfortable in spreadsheets, CRM tools, and technical documentation * You can context\-switch between coaching your team and debugging a workflow * You're obsessed with customer experience but pragmatic about what to automate vs. humanize What We Offer * Competitive compensation: €50,000 \- €60,000 gross salary \+ equity * Free lunch when you're at the office (thanks to Nora ) * Flexible remuneration with Coverflex * Flexibility: Hybrid setup (HQ in Barcelona), 60 days/year remote work from anywhere, unlimited PTO * Mission\-driven work: Transform how payroll and HR are done in Spain—solve real problems for real businesses and their employees * Founding team impact: Join early enough to shape our GTM strategy, sales culture, and customer relationships * Ownership and autonomy: Direct collaboration with founders, your voice matters in pricing, positioning, and product decisions * Modern sales culture: We care about pipeline hygiene, honest forecasting, and customer success—not activity metrics for the sake of activity Why Join Valeria Now? * Timing: We're past the "idea stage" with real customers and revenue, but early enough that you'll define how we scale * Market opportunity: €5B\+ market in Spain, every company with employees needs payroll, and current solutions are outdated and painful * Product\-market fit: We're solving a painful, expensive problem with a product customers actually love