Customer Success and Implementation Lead

The role

When a brand moves to Purands, they are migrating their entire retention programme: flows, templates, segments, historical data, channel approvals. How well that lands determines whether they see results in month one or month four, and results in month one are why our customers stay.

This role owns that end to end. Migration, the first ninety days, the ongoing relationship, and the retention and expansion of the accounts you look after. Net revenue retention is the number that decides what a platform business is worth, and it would be yours.

What you will do

• Own implementation from signed contract to live programme: data mapping, flow migration, template rebuilds, integration setup, WhatsApp template submission and approval.
• Get every new account to a first measurable win quickly, and make sure the customer can see it in their own numbers.
• Own ongoing customer relationships: regular reviews, performance reporting, programme optimisation, renewal and expansion.
• Turn what you learn into product. You will see the same friction repeatedly, and you will be best placed to get it fixed or automated.
• Scale the onboarding machine: templates, migration playbooks, checklists, documentation, so implementation quality does not depend on any one person’s memory.
• Generate the raw material for case studies and referrals. Well-evidenced customers are our strongest distribution.
• Be the voice of the customer internally, including when that means arguing with the founders.

What we are looking for

• Three or more years in customer success, onboarding, implementation, solutions consulting, or retention marketing delivery at a SaaS or agency business.
• Hands-on experience with a marketing automation or CRM platform. If you have personally built flows in a major lifecycle tool, that is exactly the background we want.
• Genuinely comfortable with data. Segments, event schemas, CSV surgery, spotting when a number looks wrong before the customer does.
• Calm under pressure with customers. Migrations get complicated. What matters is how you communicate when they do.
• Process instinct. You should be irritated by doing the same thing manually twice.
• Commercial awareness. This is not a support role, it owns revenue.

Nice to have

• Experience with Shopify and the Shopify Plus ecosystem.
• Experience with WhatsApp Business API, template policy, and deliverability.
• Agency-side experience running retention programmes for D2C brands.