Surnin Synergy

About the Project

We're building a multi-agent AI system that automates B2B sales conversations end to end. The product is live and generating revenue for paying clients today, and demand is growing month over month as more agencies bring us on to scale their sales operations.

We're moving fast: shipping new features weekly and continuously refining the product's core logic based on real usage. Customer Success has been handled ad hoc alongside product work so far — now we're spinning it out into its own function, and we need someone who can build it properly from the ground up rather than inherit an existing setup.

About the Role

This is a hybrid role at the intersection of Customer Success and Product Ops — our first dedicated CS hire. You'll be the main point of contact for our B2B clients: taking them through onboarding, providing ongoing support, and systematically turning their feedback into clear input for the product team. You'll also give the product an operational backbone — ticket management and structured bug reporting. You'll work closely with the Product Lead on what gets built next — your read on clients is what shapes that conversation.

At this stage, responsibilities naturally overlap across the team — that's expected, and it's exactly why this role is built as a hybrid rather than split into narrow positions too early.

There's no existing playbook here — you'll be building the customer success function from the ground up: the first onboarding flow, the first support process, the first structured way client feedback reaches the product team. It's a rare chance to shape how CS works at a company from day one, rather than stepping into something already set in stone.

What You'll Do

• Build the customer success function from scratch: define the onboarding flow, support process, and feedback structure — there's no existing playbook to inherit.
• Onboard new B2B clients: bot setup, configuration, and hands-on support through their first weeks of use.
• Own day-to-day client support: handling requests, troubleshooting issues, and escalating complex cases.
• Systematically collect client feedback and translate it into clear, structured input for the product team.
• Manage tickets and backlog hygiene: status tracking, prioritization input (aligned with the Product Lead), and follow-through.
• Document and structure client-reported bugs into clear issues for the development team.
• Build and maintain a client health-score view; flag churn risk early.
• Coordinate with the internal team (product, engineering) to close client requests quickly.

What We're Looking For

• 2+ years of experience in Customer Success, Support, Account Management, or Product Ops, ideally in B2B SaaS.
• Proven experience building a CS/support function from scratch — you've set up onboarding flows, support processes, or feedback pipelines at a company that didn't have them yet, not just operated within an existing playbook.
• Ability to independently turn ambiguous, unstructured feedback into clear, actionable requirements.
• Strong attention to detail and organization — comfortable running multiple clients and tickets in parallel without dropping anything.
• Fluent written and verbal communication in English.
• Comfort working in a startup environment: ambiguity, evolving ownership, and fast-changing priorities.
• Nice to have: experience with ticketing tools (Notion, Linear, Jira, etc.) and a basic understanding of product development workflows.

What We Offer

• A true 0-to-1 opportunity: you'll design the playbook, not just execute someone else's.
• A high-ownership role on a small team, with direct impact on the product and the client experience.
• Flexible, fully remote work.
• Room to grow into a Lead role: as B2B scales, this role naturally splits into specialized tracks (Onboarding / Support / Account Management), and you're positioned to lead one of them — or grow the operational side into a dedicated Product Ops or Delivery Manager function.