The Company Behind the Products

Every business talks about “better customer conversations.” SaaS Labs builds products that actually make them happen.

What are we building? Through a powerful ecosystem including JustCall, CallPage, and ServiceAgent.ai, we empower thousands of businesses to move beyond talk and drive truly meaningful customer conversations.

Where are we now? Supported by a community of over 6,000 customers, a dedicated team of 300+ across India, Poland and the US, and the strategic backing of Peak XV and Base10 Partners, we are fundamentally redefining the art of customer conversation - and we're just getting started.

What's it like to work here? Total ownership. We’re a team that moves with purpose, builds with ambition, and loves seeing our work make a real impact. And, if you're already nodding along, let's start the conversation.

Our Flagship Product

With JustCall, we’re leading the innovation on how sales and service teams connect with their customers using AI - across calls, texts, emails, WhatsApp, and whatever comes next! It’s a multichannel communication system that helps 7000+ of our customers serve theirs better- with 24/7 AI Agents, on-point integrations, and other forward-looking features.

Your mission

Own the end-to-end post-sale customer journey - onboarding, adoption, health management, renewals, and support. Drive GRR by setting targets, building operating models, and owning outcomes. Accelerate product adoption and AI feature activation within the first 90 days. Lead Support against strict SLA, CSAT, and deflection goals. Build and maintain customer health systems, including scoring, churn signals, and escalation frameworks. Design segmented onboarding motions for SMB, mid-market, and complex accounts. Own headcount planning and org design for scale, while driving tight feedback loops with Product, RevOps, Marketing, and Sales.

Your Toolkit

• 10+ years in customer-facing SaaS - CS, Account Management, Professional Services, or Support leadership. At least 4 years managing managers.

• Org scale experience - you've led a combined CS/Support team of 50–100 people, including frontline managers and team leads. You know how to structure layers without creating bureaucracy.

• Hard GRR numbers - you can walk through the retention rate you owned, what moved it, what didn't, and what you'd do differently. Vague answers won't pass the bar here.

• Segmented success motion - you've built different playbooks for SMB versus mid-market. You know when to use tech-touch and when human intervention compounds value.

• Real AI adoption experience - either driving customers to adopt AI features (not just onboarding them to a platform) or transforming your team's operations using AI tooling at scale. "We use ChatGPT for emails" doesn't count. Be specific about what changed and how you measured it.

• Support org ownership - you've run or closely partnered with a support function. You understand SLA design, tiering, escalation paths, and the balance between human and automated resolution.

• Stakeholder fluency - you've held the line with Sales on CS scope, built feedback loops with Product, and influenced roadmap without owning it. You're collaborative, not deferential.

Extras that give you an edge

• Domain background in communication platforms, CRMs, sales enablement, or contact centre software - you speak your customers' language

• Experience building or scaling a tech-touch motion alongside high-touch: pooled CSMs, in-app nudges, automated health interventions

• A concrete point of view on how AI reshapes CS and Support - not just ticket deflection, but what the CSM role looks like at 1,000 accounts per person

• Experience running renewal forecasting in partnership with RevOps or Finance, even if you didn't own the final number

• Familiarity with churn analysis - cohort-level, not just account-level - and using that data to influence product and packaging decisions

Benefits

• Take time off when you need it. We trust you to manage your energy and schedule responsibly.

• We don’t track hours, just impact. Work when you’re most productive, as long as you show up for your team.

• Hybrid working model with 4 in-office days per week

• Competitive pay that reflects your skills, experience, and the value you bring.

• Once a year, we also trade Zoom calls for real hugs and high-fives, gathering somewhere nice and sunny to connect, recharge, and celebrate.

• Comprehensive physical and mental health coverage for you, your partner, and your family, because care shouldn’t come with fine print.

SaaS Labs takes pride in being an equal opportunity employer. We believe diverse teams build better products, which is why we're committed to taking hiring or any employment decision regardless of race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity, sexual orientation, or any other characteristic.

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