Voop
Customer Success & Projects Lead, US
New York, NY
Sponsorship not specifiedDetected 22 days ago
Project ManagementAccount ManagementCustomer Success
About the role
- This is a rare opportunity to define how customer success works at Voop in a brand-new market.
- You'll be on the front line with foster care agencies, residential providers, and child welfare organisations - translating the on-the-ground reality into the processes, playbooks, and product feedback that let us scale.
- This is a great time to join an early-stage company with strong market traction, investor backing, and the momentum to go big.
Responsibilities
- Own the day-to-day relationship with each customer: serve as their primary point of contact, run regular check-ins, manage escalations, and earn the trust of carers, agency leaders, and frontline staff.
- Partner closely with the US Sales Lead and the UK CS team to ensure a tight handoff from sales to onboarding to long-term success.
- Spot expansion opportunities within your accounts and work with sales to grow them; with scale, hire and develop a US customer success team beneath you.
- Experience as an early CS or implementation hire at a high-growth startup - building function, process, and team.
Requirements
- you can run multiple deployments in parallel, keep stakeholders aligned, and unblock things without waiting to be asked.
- Based on the US East Coast, with the ability to travel domestically to customer sites and occasionally internationally.
- Strong project management instincts: you can run multiple deployments in parallel, keep stakeholders aligned, and unblock things without waiting to be asked.
Nice to have
- Train and enable customer teams - from social workers and carers to IT contacts - so they get full value from Voop for Care.
- Capture customer insight, friction points, and unmet needs, and feed them back to product, engineering, and commercial in a structured way - you'll be our eyes and ears on the ground.
- Spot expansion opportunities within your accounts and work with sales to grow them
Benefits
- Bonus Points Experience deploying technology into child welfare, foster care, social services, or other safeguarding-sensitive environments.
Company info
- A $50B+ global market for safe connectivity, with active customers and real revenue.
- Lead end-to-end deployments of Voop for Care with our early US customers - from kickoff and configuration through to go-live and full adoption.
- Be hands-on with frontline support: troubleshoot device, network, and app issues, coordinate fixes with the UK product and engineering teams, and keep customers informed throughout.
- Build the processes, playbooks, and tooling for US customer success from scratch, with an eye to what will scale as we add customers and headcount.
- About You Proven track record in customer success, implementation, or account management in B2B SaaS or technology, ideally with enterprise or institutional customers in edtech, govtech, healthtech, or a safeguarding-adjacent space.
- Excellent communicator and relationship-builder, able to earn trust with mission-driven, often non-technical customers operating in sensitive environments.
This listing is sourced directly from Voop's careers page and normalized into a canonical job model.