Operations Lead Customer Success

About Valeria
Valeria is building the future of HR and payroll in Spain. Were an AI-native platform that automates contracts payroll and compliance for companies with high employee turnover (hospitality delivery events agriculture). Were rethinking how an entire industry worksmoving from manual error-prone processes to intelligent automation.
Were a fast-growing startup backed by top investors disrupting a 5B industry thats still stuck in spreadsheets and legacy software.

The Role
Youll own the entire Customer Success operation at Valeria. Youll lead our CS team while building the systems processes and automation that will let us scale efficiently. Youll 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 Youll 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 Supportnothing 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 backlogyou 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: Youve 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)
• Youve built CS operations from scratch or scaled them 3-5x
• Background in consulting project management or process improvement
• Youve worked closely with engineering teams on product development

Youll 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
• Youre equally comfortable in spreadsheets CRM tools and technical documentation
• You can context-switch between coaching your team and debugging a workflow
• Youre obsessed with customer experience but pragmatic about what to automate vs. humanize

What We Offer

• Competitive compensation: 50000 - 60000 gross salary equity
• Free lunch when youre 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 Spainsolve 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 successnot activity metrics for the sake of activity

Why Join Valeria Now

• Timing: Were past the idea stage with real customers and revenue but early enough that youll 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: Were solving a painful expensive problem with a product customers actually love